Embracing Human Element in Customer Interactions over AI

So what has been the approach of your organization to either integrate or counter the recent developments in AI within your field? I'll be completely honest with you. Sometimes these kiosks make your burger more consistent than the kid behind the counter. And so if people are able to and I'm going to say it again, gathering if they're capable of gathering for me information. So human error, fatigue, misstepping gets completely taken out. That reduces that sort of time on a phone call and frustration. But as I'm going to say it again, if somebody has a bad experience with a company, they are definitely going to want to speak with somebody to maybe receive some credit or to make a suggestion or just to get it out. And I've also learned as well that if people are using profanity, as long as it's not at me, you get a warning, second time's call's dead. But if it goes in this direction, I get it. Come on. It's not 1950s Cleavers. I mean, sometimes people curse. It's real life. I've cursed before. Haven't you? You got a flat tire and it's raining? Come on. You're supposed to curse. But my point being is that you almost bond that way because then they apologize. And I say, hey, Jacob, do you want to get any more out? And you're like, no, Richard, let's continue. And then instead of giving rebuttals, there's no rebuttals. You're converting a call at that stage. Hi, AI. They can't tell you they know how you feel if you broke an arm or your puppy ran away or changing that tire in the rain. That's almost like an insult. Ed Up Xcelerated Excellence podcast. Educating ESL Call Center agents with teacher Richard Blank A podcast for the advancement of educational effectiveness and equity for traditional and non-traditional educational experiences and contexts, higher education and beyond. The podcast seeks to engage educators, scholars, entrepreneurs, advocates, and policy makers at all levels. Our Guest is ⁠Richard Blank⁠. He is a native of Philadelphia, PA and CEO of ⁠Costa Rica’s Call Center.⁠ Richard shares the ingredients for supporting and preparing call center representatives for high-impact engagement with clients. He addresses the role of AI in call center productivity and the role of empathy as an effective tool in human interaction. He shares how developing community and engagement lead to retention of employees. Richard gives back to the community by offering scholarships for students. https://youtu.be/RgLRnWNgBVQ https://youtube.com/shorts/-RY2sq1yuk8?feature=share