The podcast episodes discuss how AI is reshaping the customer service landscape, with a particular focus on the role of knowledge management and the impact of AI-powered tools and automation on customer interactions.
The episodes explore case studies of companies like Klarna and Intercom, showcasing how AI is being implemented to enhance customer service capabilities, improve economics, and redefine the responsibilities of customer service professionals. The discussions cover the various levels of AI adoption, the potential for AI to enable better, faster, and cheaper support, and the implications for the future of customer service roles and metrics.
Several episodes also touch on the broader implications of AI, including its impact on employment and the importance of thoughtful implementation to address ethical concerns.