Nick Kramer is featured in this CX Dive article about bridging the gap between self-service and live agents in the customer service landscape.
Nick outlines the ideal role of live agents in customer service, “Best practices can be summarized in one word: communication. Information flow to the customer and to the live agent is the basis for a positive experience, even in challenging calls or suboptimal outcomes. The customer must be notified of the transfer and the reason for it, with the chatbot asking for their permission to transfer the ticket to a live agent.”
He explains how tools like generative AI can be leveraged as a tool for customer service agents, “The power of generative AI to help make a live agent perform at a higher level will have a huge impact. Product knowledge and history will be easier and faster to retrieve. Generative AI can suggest scripts or generate personalized points based on the customer history or a previous interaction with a chatbot, etc. Customer service will never be the same; it will in most cases be much better.”
