Unpacking Customer Needs in the AI Era with Andrew Moorhouse

Imagine unlocking the potential of AI in your customer service, identifying dissatisfaction before it even occurs. Welcome to Credit Shift, brought to you by Webio.com

Join host Paul Sweeney for a chat with Andrew Moorhouse, founder, and director of consulting at ALTICAL, who's pioneering the application of conversational science and digital transformation in customer service. Feast your mind with insights about how new technological trends can bring forth opportunities that were once mere fantasies. For instance, imagine being able to offer mental health services to millions through the power of digital transformation.

We're not stopping there. Andrew will guide us through the maze of managing customer contact strategy in the age of digital transformation. He'll reveal the pitfalls of siloed teams, the nuances of vendor marketing propaganda, and the intricacies of call resolution. And if you've ever wondered why some companies turn off their chatbots or WhatsApp services, Andrew has the answer. Get ready as we tackle the contentious topic of voice AI's future.

But what about the human aspect in all of this tech talk? Fear not, Andrew stresses the importance of understanding empathy and customer needs, and how AI can be our ally in these areas. However, there's no sugarcoating the challenges that come with conversational AI. Andrew challenges big enterprises to shift their mindset and understand that technology isn't a magic wand that can fix all customer service issues. Wrapping up with Andrew's insight on intent level orchestration in customer resolution, this episode will undoubtedly leave you with valuable industry wisdom that you can apply in your field. So, tune in and get ready to transform your thinking around digital transformation.

“Meet the customer in their channel of choice but triage the hell out of it so you resolve it in your preferred place of preference. That's the single strongest recommendation I have for anybody is start doing intent level orchestration and mapping out where you want to resolve each agent, not because you can't resolve it on Twitter or Facebook Messenger, but make sure it gets to the place where it can be resolved, and that's where companies are really getting it wrong” – Andrew Moorhouse

Main topics discussed in this episode:

• Embracing Digital Transformation and Conversational AI

• AI Issues in Customer Service Conversations

• Customer Conversations and Channel Shifting Challenges

• Understanding Empathy and Customer Needs

• Customer Conversations and Technological Challenges

• Intent Level Orchestration in Customer Resolution

Sources:

Death of Livechat June, 2022 https://www.linkedin.com/pulse/death-live-chat-andrew-moorhouse/

It’s Time To Rethink Conversational AI, July 2023 https://www.linkedin.com/pulse/its-time-rethink-conversational-ai-andrew-charles-moorhouse/

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