Integrating AI in Customer Service

As companies integrate AI, there are two perspectives to consider: the employee and the customer. Each group faces different risks, especially in industries handling sensitive information. Through experimentation and education, companies can help employees become comfortable with AI tools, enhancing their ability to develop effective solutions.

Starting Internally with AI

Mike Urban, Chief Technology Operations Officer at Best Egg, shared insights during the 1682 Conference in Philadelphia. He emphasized the importance of starting AI implementation internally before introducing it to customers. Best Egg established an AI council composed of senior employees to explore available tools and their applications.

“The way that we’re thinking about it is, it doesn’t have to be direct to consumer right away,” Urban stated. “Think about arming your agents with the power of AI to enhance customer interactions.”

This approach is relevant across highly regulated industries, such as insurance, where integrating AI tools must not compromise personal health information. Nate Gach, Director of Innovation at Independence Blue Cross, echoed similar sentiments regarding the cautious implementation of AI.

Learning and Education on AI Tools

Companies like Best Egg and IBX have invited consulting firms to educate their employees on AI tools, data handling, and security measures. This education helps alleviate fears about AI taking jobs, a concern Gach highlighted.

“People are often the problem,” he said. “That fear that it’s going to take a job is a real fear that you have to be able to overcome.”

By collecting feedback from employees on their use of AI tools like ChatGPT, companies can refine their educational efforts.

Ensuring Accuracy Before Customer Rollout

Before rolling out AI tools to customers, companies must ensure that the technology provides accurate information and complies with regulations. Urban emphasized the need for human fact-checking to maintain customer trust.

“If a company’s AI tool provides inaccurate information, businesses can lose customer trust.”

Regulators must also stay updated on AI innovations to balance privacy laws with technological advancement.

Applying AI to Enhance Customer Experience

Companies can leverage AI to improve customer experiences. For instance, in the insurance sector, AI can simplify complex benefits information, making it more accessible to customers.

“As long as there is consistency and accuracy in those responses, you’re getting an answer back to the consumer faster,” Gach noted.