Navigating AI in Customer Service: Insights from Ken Easthouse

In this episode of the AI-Customer Service Podcast, host Manab Boruah is joined by Ken Easthouse, an experienced customer service leader, to discuss the transformative role of AI in customer support. Ken shares insights from his 20-year career in customer service, including his journey from Capitol Hill communications to leading customer support teams in large and small organizations.

Ken dives into the realities of AI implementation in customer service, dispelling myths, highlighting practical challenges, and sharing success stories from his work with companies like Spot on Fence. He provides valuable advice on how AI can enhance customer experience when tailored correctly, addressing the balance between AI automation and human empathy in support roles. Ken also emphasizes the importance of good data, real customer feedback, and the future potential of AI as a support tool rather than a replacement for the human touch.

Join us for an engaging discussion on the evolving landscape of AI in customer service, where Ken also shares predictions on industry trends and offers advice to customer service leaders navigating the challenges of AI adoption.

This podcast is commissioned by Kommunicate.