How AI is Transforming Customer Service: A Personal Experience

Each month, I attend a meeting with fellow professionals in learning and development to share best practices, seek advice, and discuss innovations that impact our field.

A frequent topic of discussion is AI (artificial intelligence), a technology that enables computers to perform tasks mimicking human intelligence. We often use AI in our daily lives more than we realize. Here are some examples:

• Self-driving cars use AI to navigate traffic.
• Rideshare apps match drivers with passengers and set prices using AI.
• AI personalizes lesson plans based on students' strengths.
• In agriculture, AI helps monitor crops and predict yields.
• Recommendation engines analyze consumer data to suggest products.
• AI aids in facial recognition and surveillance.
• Virtual assistants like Siri and Alexa perform tasks for users.
• Financial institutions utilize AI to detect fraud.
• AI provides real-time updates on traffic and public transport.
• In energy, AI optimizes resources and improves storage systems.
• AI contributes to climate modeling and wildlife conservation.

As fascinating as AI is, I prefer the human touch in my favorite bagel shop. Recently, I had two contrasting experiences while picking up bagels and coffee for a meeting.

At the bagel shop, a family-owned business, I was greeted warmly by Danielle, my bagel server. We exchanged updates on our lives, and I appreciated the genuine interaction. The bagels were fresh, and the atmosphere was inviting—there was nothing artificial about the experience.

In stark contrast, my visit to the coffee shop was disappointing. Although the online ordering was seamless, the in-store service was lacking. Four associates were present, yet two were engrossed in conversation about Taylor Swift, while another stared at their phone. Only one associate was attentive to customers. If AI were to take over here, it might actually improve service quality.

I cherish the human connection at my bagel shop and hope it remains untouched by AI. However, I believe the coffee shop could benefit from a significant service overhaul, potentially through AI implementation.

Paul Butler is a Santa Clarita resident and a client partner with Newleaf Training and Development of Valencia (newleaftd.com). For questions or comments, email Butler at paul.butler@newleaftd.com.