Seth Godin, marketing guru, goes through introduction of
past technologies. Covered who developed them, how the technology progresses,
and what happened because of it. Wedgewood, Model T, Kodak missing electronic
camera market, and more examples to give you perspective.
Then Seth analyzes how customer service will use Artificial
Intelligence. To be used successfully AI
has to make customers lives easier. He talked about an airplane reservation he
had that got cancelled/rescheduled. All he got were text messages on his phone,
he did not see until he woke up.
Seth had to search his and other airlines to get new
reservations to make his presentation on time. Seth’s point is the airline
computers had all the information. Knew his location, schedule and destination.
The airline could look up schedules including competitors and automatically
rebook his schedule to make his destination. This is where AI could serve your
customers.
Seth further talked about what AI has to do solving problems.
It is a design problem to be always available, anticipate needs and focus
services for high value customers.
Seth gave a hierarchy for Customer Service:
1. No Service Needed (Good design)
2. No Service Seen (In background)
3. You Fix It (and then Tell Me)
4. I Call You (Fail)
5. You Put Me on Hold (Super Fail)
Watch this presentation and think about your industry. After
all, we are all in customer service.
Note - Seth Godin sponsored by IBM Watson.
No comments:
Post a Comment