Subscribe
Sign in
Is it possible for AI to completely take the place of customer support managers? 😲
I conducted an interview with a customer service expert from a global FinTech company. He shared that the responsibilities of the Level 1 customer support department can be entirely automated using an advanced AI operator driven by ChatGPT.
19
Replies
Best
@jai_singhal yes, I got number of very interesting insights during I had an interview with the guy 💪 I don’t if I can share link to the full interview
@jai_singhal
Here are some interesting takeaways from the article:
#1. Level 2 support managers, more than anyone else, truly understand all the issues users face. That's exactly why they're the perfect fit for product teams.
#2. Remember, negative feedback needs to be seen in different lights depending on the industry.
#3. Any question that a Level 1 support representative handles could potentially be solved by the users themselves.
#4. The tasks of the Level 1 department can be fully automated using a top-notch AI operator powered by ChatGPT.
#5. Handling around 50 chats per day is an incredibly challenging load for an average support manager
@kinzarra We are launching this on PH in a few days. Please subscribe and I would love to engage with you as we launch and post launch. Your #3 3 and 4 are why we built iWish AI.
@farjana thanks for your reply 💪 I’m curious to know what people think about the complete automation in the industry 🙂
@kinzarra YES! By the way Philipp, Would you mind taking a look at our Animated Explainer Video portfolio.
https://www.behance.net/
Launching soon!
I think it'll be a slow burn - as AI continues to grow/learn - the distinction between CSR rep vs CSR Bot will get even murkier. I think for higher level purchase decisions or product demos/inquiries - a human touch will always win out. Either way I think AI will continue to streamline the customer support pipeline leading to the manager touchpoint faster.
@dzaitzow I doubt that in sales one would be able to replace a human. But in Level-0 and 1, its happening as we speak.
AI is great at reducing routine customer support tasks and answering requests. However, for more complicated issues human agents are still needed. The same goes for internal IT support for employees, or any other kind of support I believe!
Hansei