Jan 10th, 2023
An Open Letter CX / Support Managers: Your Job is Changing in the Next 12 Months, Are You Ready?
The rewards of using AI in customer support are too great to ignore. You can provide accurate, personalized responses in real-time, 24/7.
Yunyu Lin
Co-founder, CEO

Dear CX / Support Leaders,

You know first-hand how customer expectations have changed in recent years. Across industries and products, customers expect accurate answers, and won't tolerate waiting. They want a personalized experience and expect service to be omni-channel and consistent. It's not that customers want to resolve their issues themselves per se – what they are really after is convenience and speed. Meeting these expectations is becoming increasingly difficult with only a human workforce, and it's no secret that maintaining and growing a support team is challenging and expensive. 

It may have seemed unimaginable just a few years ago that a computer could create art as beautiful and compelling as a human artist, or provide as good of a customer experience while answering complex queries as a seasoned professional, yet both are realities today.

Just late last year Jason M. Allen of Pueblo West, Colorado won a prize at the Colorado State Fair’s annual art competition using Midjourney, an artificial intelligence program that turns lines of text into hyper-realistic graphics. This is just the beginning.


Similarly, the technology to re-organize / rethink / replace much of your support org is already here, and already being used by forward-thinking organizations. It's only going to improve, and big strides will be made over the next 12-18 months. 

Are you ready for the change that is coming? Will you personally be able to lead your org through 2023 and beyond?

Just like when the BPO revolutionized the support org in the 1990’s as a solution for scale, speed, and cost savings - the most prepared, forward thinking companies reaped the greatest benefit. Those who hesitated, did not do their due diligence, or resisted change were left behind.

AI-powered customer support can provide accurate, personalized responses to customer queries in real-time, 24/7. It can handle multiple channels simultaneously, ensuring that customers have a consistent experience no matter how they choose to reach out. And, because it's powered by machine learning, it only gets better over time, continually adapting to changing customer needs and preferences.

As a CX leader, your job is about to change in a big way. It's no longer just about managing people and processes, but will also become managing AI as part of your org. If you want to keep up with the competition, and continue to provide excellent customer service, it's important to start learning and experimenting with AI now. The longer you wait, the harder it will be to catch up.

We understand that change can be scary, but the rewards of embracing AI in customer support are too great to ignore. Take the time to educate yourself now, and start implementing what makes sense for your organization. 

If you're ready to take the next step and revolutionize your customer support with AI, we're here to help. Reach out to us and let's discuss how we can work together to bring your organization ahead of the steep curve. 

P.S. This article was written using OpenAI’s ChatGPT

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