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Ep. 43: Harnessing AI in customer support [Feat. Clemens Behrend, ex-Global Director of Customer Support at Bitpanda]
Description
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In today's episode of the Support Insights Podcast we talk to Clemens Behrend, ex-Global Director of Customer Support at Bitpanda, about how he harnessed AI in his support department to share insights across teams and identify customer churn risk, and what he recommends for other businesses looking to do the same.
Having explored and implemented many different AI tools, Clemens talks us through how he has harnessed automation to identify and solve the most frustrating problems for both agents and customers, resulting in higher employee and customer satisfaction.
Building a central dashboard allowed Clemens to share insights on customer sentiment, predict customer behaviours and monitor changes to Bitcoin price affecting customer happiness.
Watch the episode to find out how you can utilise AI to share reports across departments, how to quantify AI insights into business goals, and how to make a business case to other stakeholders to make the investment in tools.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
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