Jan Verbrugghe, a senior leader at Salesforce, urges organizations to elevate the service worker role, proposing that they should handle more technical and diagnostic tasks instead of mundane ones.
Joran Klarenbeek points out the challenges of hiring qualified staff for customer service roles, suggesting that many people are reluctant to engage in such demanding work for long hours.
Lubert Meuter emphasizes the limitations of traditional chatbots, stating that they often reflect the narrow perspective of their programming, which can hinder effective customer service.
Jeff de Graef highlights the need to first alleviate existing issues in customer service to make way for AI solutions that truly reduce customer pain points.
#customer-service #ai-technology #workplace-transformation #staffing-challenges #chatbot-limitations
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