Host Mark Slatin talks with Ken Peterson of QuestionPro about operationalizing @a# to enhance the customer experience on the latest episode of The Delighted Customers with Mark Slatin #podcast.
In the episode, Ken Peterson underscores the significance of curating AI content to ensure accuracy and relevance. He illustrates this point with the example of QXBot, a tool developed by QuestionPro, which enables users to generate survey questions tailored to specific topics. The key feature of this tool is its curated list of questions that users can further refine and customize. This curation process guarantees that the questions generated are precise, pertinent, and aligned with the user’s requirements.
Ken also emphasizes the importance of curating AI responses to customer inquiries. He cites an instance where a chatbot provided incorrect information to a customer, resulting in a negative experience. By curating AI responses to ensure accuracy and actionability, companies can enhance the customer experience and avoid potential pitfalls.
Additionally, Ken stresses the necessity of training employees on effectively utilizing AI tools. Through proper training and guidance, employees can leverage AI technology to enhance their performance, improve customer interactions, and drive better outcomes. This training also instills the understanding that AI is meant to complement their work, not replace it, fostering a positive attitude towards AI integration in the workplace.
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According to a Bain Consulting study, 80% of CEOs believe their companies deliver a superior customer experience but only 8% of their customers agree. Host Mark Slatin talks to guests with a wide range of expertise, who share meaningful insights and wisdom to help you close that gap. The show gives you practical tips, proven frameworks, and shares ways to help you delight YOUR customers.