DCX Podcast #5 - Conversational AI and Customer Service

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DCX Podcast #5 - Conversational AI and Customer Service

I sat down with Ted Mico, CEO and co-founder of Thankful, to understand the world of conversational AI, how support teams can survive during economic uncertainty, and what consumers are really looking for from brands.

7 Key takeaways from the discussion:

1. Conversational AI is a subset of general customer service AI

2. Each one of us will spend 43 days dealing with customer care throughout our lifetime

3. Creating a conversational AI solution for e-commerce is very difficult

4. AI is not yet at a level of understanding that knows when to engage and when not to engage

5. Customers of conversational AI tools have a basic misunderstanding of the capabilities of current market offerings

6. Customer service experience is mostly edge cases

7. Automation and AI are not a panacea for businesses - there’s still a long way to go.

Watch the interview here.