OKRs In The Age Of AI Customer Service

In this episode of AI in Customer Service, we sit down with Henrik Jan, CEO and co-founder of Perdoo, to explore how AI is reshaping the customer service landscape. Henrik shares valuable insights from his journey in customer service leadership, touching on the latest advancements and challenges posed by AI, and how AI can complement human empathy in customer support. We dive into practical strategies for integrating AI, balancing automation with human touch, and setting up success metrics to ensure customer satisfaction. If you're a customer service leader, product manager, or simply curious about AI’s impact, this episode is packed with actionable takeaways and forward-thinking perspectives.

(00:00 - 01:00) Introduction and Theme: OKRs in Customer Service

(01:00 - 02:00) Meet Henrik-Jan van der Poel and Perdoo’s Journey

(02:00 - 04:17) Challenges in Customer Support and Global Scaling

(04:17 - 07:07) Early Use of Intercom and Lessons Learned

(07:07 - 12:08) AI in Customer Service: Tools, Frustrations, and Opportunities

(12:08 - 19:09) Content Creation and Localization with AI

(19:09 - 26:01) Balancing AI Automation with Human Empathy

(26:01 - 28:01) Advice for Leaders on Implementing AI Effectively

(28:01 - 33:14) Future of AI in Customer Service

(33:14 - 33:57) Closing Thoughts and Gratitude

#okr #kpi #customerservice #customersupport #aicustomerservice