The AI-Customer Service Podcast

Building Your Own AI Chatbot for Customer Support with Ken Benet

In this episode of The AI-Customer Service Podcast, host Manab Boruah [https://www.linkedin.com/in/manab-boruah/] sits down with Ken Benet [https://www.linkedin.com/in/kenbenet/ ], an expert in intelligent automation and customer experience transformation. Together, they break down what it really takes for companies to build their own AI chatbot for customer support—from identifying the right use cases to choosing the best AI models, designing smooth handoffs, evaluating ROI, and avoiding common implementation pitfalls. Ken shares practical insights from years of helping global teams adopt AI, along with real examples of what works (and what doesn’t) when deploying automation in customer service. Whether you're a CX leader, product manager, or anyone exploring AI-driven support, this episode gives you a clear roadmap to get started the right way. Ken's LinkedIn - https://www.linkedin.com/in/kenbenet/ This episode is brought to you by Kommunicate. Kommunicate is an AI-powered customer service automation platform. Kommunicate's LinkedIn - https://www.linkedin.com/company/kommunicate/

The Future of Email Automation with Devashish Mamgain, Co-Founder & CEO of Kommunicate

In this episode of the AI-Customer Service Podcast, hostManab Boruah [https://www.linkedin.com/in/manab-boruah/] interviewsDevashish Mamgain [https://www.linkedin.com/in/devashish-mamgain-1a639320/], CEO ofKommunicate [https://www.kommunicate.io/product/ai-email-ticketing/?utm_source=spotify&utm_medium=description&utm_campaign=email+automation], about the transformative role of AI in customer service, particularly focusing on email automation. They discuss the challenges businesses face with email support, how Kommunicate's AI solution works, the importance of maintaining brand voice, and the integration of AI with existing systems. Devashish shares insights on cost savings, efficiency gains, and the impact of AI on customer satisfaction. The conversation also touches on technical challenges, data privacy, and the future of customer support with AI. Takeaways * Email is often the first support channel for businesses. * Automating email support is more complex than chat due to detailed user queries. * AI can help reduce the workload on support agents significantly. * Maintaining brand voice is crucial when implementing AI solutions. * Integration with existing ticketing systems is essential for smooth transitions. * AI can automate not just basic queries but also complex ones with the right training. * Customer satisfaction scores can improve significantly with AI support. * Data privacy and security are top priorities in AI implementations. * Feedback mechanisms are vital for continuous improvement of AI systems. * The future of customer support will focus on proactive engagement with customers. Chapters (00:00 - 07:03) The Pain Points of Email Support (07:04 - 09:34) Challenges in Managing Email Support (09:35 - 14:08) How Communicate's AI Email Automation Works (14:09 - 16:58) Ensuring Brand Consistency with AI (16:59 - 19:58) Cost Savings and Efficiency from Automation (19:59 - 21:56) AI's Impact on Customer Satisfaction (21:57 - 24:39) Technical Challenges in Building Email Automation (24:40 - 27:21) Data Privacy and Security in AI Systems (27:22 - 29:50) Feedback Mechanisms for AI Improvement (29:51 - 35:24) The Future of AI in Customer Support (35:25 - 39:32) What's Next for Communicate (39:33 - 42:36) First Steps for Businesses to Implement AI

Transforming Customer Experience with AI

In this episode, host Manab Boruah [https://www.linkedin.com/in/manab-boruah/] engages in a deep conversation with Ian Golding [https://www.linkedin.com/in/iangolding/], a certified customer experience professional with over three decades of experience. Ian shares insights on how AI is transforming customer service and support, discussing real-world use cases and the importance of balancing automation with human empathy. They explore the strategic implementation of AI, its potential to enhance efficiency, and the critical role of understanding customer journeys. Ian also highlights examples from global brands and industries, emphasizing that success with AI depends on mindset, not just technology. Whether you're looking to optimize your customer experience or curious about AI’s role in the future of service, this episode offers valuable takeaways. Tune in to learn how businesses can harness AI without losing the human touch! Looking for an AI chatbot to automate repetitive customer queries? Try Kommunicate's AI chatbot for free here [https://www.kommunicate.io?utm_source=spotify&utm_medium=cta&utm_campaign=episode+3]. (00:00 - 00:47) Introduction to Ian Golding (00:48 - 01:35) Operationalizing Customer Experience (01:53 - 05:34) AI in Customer Experience: Trends and Tips (05:35 - 07:38) Balancing AI and Human Empathy (07:39 - 09:19) Examples of AI Missteps (09:20 - 12:52) Hospitality and AI Automation (12:53 - 14:29) AI's Role in Customer Journey Mapping (14:30 - 17:40) Barriers to Effective AI Adoption (17:41 - 20:54) Case Studies: Successful and Unsuccessful AI Use (20:55 - 22:45) AI as a Process Enabler (22:46 - 34:42) AI in Various Business Functions (34:43 - 40:26) Change Management and AI Integration (40:27 - 44:40) CX Examples Across Industries (44:41 - 47:08) Closing Thoughts: Global CX Inspiration #AICustomerService #CustomerExperience #CX #CustomerSupport

OKRs In The Age Of AI Customer Service

In this episode of AI in Customer Service, we sit down with Henrik Jan [https://www.linkedin.com/in/henrikjanvanderpol/], CEO and co-founder of Perdoo [https://www.perdoo.com/], 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

Navigating AI in Customer Service: Insights from Ken Easthouse

In this episode of the AI-Customer Service Podcast, host Manab Boruah [https://www.linkedin.com/in/manab-boruah/] is joined by Ken Easthouse [https://www.linkedin.com/in/keneasthouse/], 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 [https://www.kommunicate.io].