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Philipp Shay

Is it possible for AI to completely take the place of customer support managers? 😲

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I conducted an interview with a customer service expert from a global FinTech company. He shared that the responsibilities of the Level 1 customer support department can be entirely automated using an advanced AI operator driven by ChatGPT.

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Jai from Worksaga
That's an interesting insight from your interview! It aligns well with what we're doing at Hansei(hansei.app). We're leveraging AI to enhance customer support, providing quick, personalized responses, also reduces wait times; therefore boosts customer satisfaction. It's so extremly exciting to see such potential for AI in customer service.
Philipp Shay
@jai_singhal yes, I got number of very interesting insights during I had an interview with the guy 💪 I don’t if I can share link to the full interview
Jai from Worksaga
@kinzarra glad to know the insights of the interview, small summary
Philipp Shay
@jai_singhal Here are some interesting takeaways from the article: #1. Level 2 support managers, more than anyone else, truly understand all the issues users face. That's exactly why they're the perfect fit for product teams. #2. Remember, negative feedback needs to be seen in different lights depending on the industry. #3. Any question that a Level 1 support representative handles could potentially be solved by the users themselves. #4. The tasks of the Level 1 department can be fully automated using a top-notch AI operator powered by ChatGPT. #5. Handling around 50 chats per day is an incredibly challenging load for an average support manager
Philipp Shay
@jai_singhal I followed you on Twitter, lets DM there and will share link to the article
Farjana A
Hi there! As a SaaS Product Demo animation explainer video expert, I'm excited about the potential of AI to revolutionize customer support. However, I don't think AI will completely replace customer support managers anytime soon.
Philipp Shay
@farjana thanks for your reply 💪 I’m curious to know what people think about the complete automation in the industry 🙂
Farjana A
@kinzarra YES! By the way Philipp, Would you mind taking a look at our Animated Explainer Video portfolio. https://www.behance.net/
Philipp Shay
@farjana I didn't get it, could you share link
Partially - 100%
Philipp Shay
@serhii_uspenskyi thanks 🙏, I believe you are right 😃
@kinzarra we are doing product in AI customer support so that’s what we ate trying to validate too:)
Daniel Zaitzow
Launching soon!
I think it'll be a slow burn - as AI continues to grow/learn - the distinction between CSR rep vs CSR Bot will get even murkier. I think for higher level purchase decisions or product demos/inquiries - a human touch will always win out. Either way I think AI will continue to streamline the customer support pipeline leading to the manager touchpoint faster.
Chinmay Singh
@dzaitzow I doubt that in sales one would be able to replace a human. But in Level-0 and 1, its happening as we speak.
Marilena Nikou
AI is great at reducing routine customer support tasks and answering requests. However, for more complicated issues human agents are still needed. The same goes for internal IT support for employees, or any other kind of support I believe!
Philipp Shay
@marilena_n How about fully automating Level 1?
Marilena Nikou
@kinzarra this could happen I believe