Demystifying AI: Making Customer Service Easy and Boring

In a world where flashy technology often steals the spotlight, it’s refreshing to hear that AI doesn’t need to be complicated or flashy to be effective. In fact, boring can be a good thing when it comes to customer service. Damon Covey, general manager of unified communications and collaboration for GoTo, emphasizes the importance of making AI easy, simple, and uncomplicated for both businesses and customers.

One of the key takeaways from Covey’s conversation is the concept of conversational AI. This technology allows computers to interact with people in a natural, human-like manner, providing 24/7 service and flexibility in responding to customer queries. By treating AI like a team member and continuously training and optimizing it, businesses can ensure that it stays within the scope of their requirements and provides accurate and relevant information to customers.

AI can also help businesses automate processes, increase productivity, and augment their operations. By automating repetitive tasks and integrating with existing systems, AI can streamline operations and free up employees to focus on more complex tasks. Additionally, AI can help businesses remain open for certain functions after hours, turning them into 24/7 operations and providing round-the-clock support to customers.

Despite the perceived complexity of AI, Covey reassures businesses that it’s easier than they think. By starting small and focusing on solving one problem at a time, businesses can gradually incorporate AI into their operations and see the benefits it brings. Ultimately, the goal of AI should be to make customer service easier and more efficient, without the need for flashy or complicated technology. When done right, customers will be amazed not by the AI itself, but by how easy it is to do business with a company that utilizes AI effectively.