How to C-3P...Oh, we mean: How to “protocol droid” your customer service

Consider a certain protocol droid (rhymes with “see tree pea, yo”) from a popular cinematic sci-fi franchise. He is AI-enabled assistance personified, translating languages and working to connect people. There’s no reason AI-driven customer service shouldn’t do the same—if it is designed with humans in mind. In today’s edition of The Lead Line, we look at how AI can power customer experiences that would make a certain droid proud. Dig in!

6 ways to deliver great customer service with automation & intelligence

Kiss those clunky CS workflows goodbye  

Communication is key when it comes to great customer service—and not just between the agent and the customer. This article explores six ways AI can make it easier to empower agents, help customers to self-serve, and streamline front-, middle-, and back-office workflows.

Designing for people in the age of AI

Technology is—and should be—in the service of humans

What good is a robot buddy if it doesn’t do what you want it to do? Amy Lokey, ServiceNow’s chief experience officer, thinks about this a lot. She believes that a great user experience should feel so natural, it's “nearly invisible.” Read on to find out how the best AI-driven experiences put people front and center. 

Leading the AI revolution with our customers 

It’s business transformation on steroids, y’all 

As the hype cycle of generative AI starts to wind down, it’s time for AI to—how can we say this politely?—put up or shut up. Thankfully, we have seen GenAI in action with our customers and can legitimately say that it is a business transformation game changer. Find out how American Honda Motor Company, Inc., BT Group, Dell Technologies, LTIMindtree, and STMicroelectronics are putting AI to work for their businesses today.

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