Welcome to Episode 91 of the Customer Service Gold Dust Podcast.
In this episode, Gavin is joined by Sedrak Hovhannisyan.
Sedrak is an AI expert, entrepreneur and customer experience advocate from Armenia, who has built AI agents and led teams across customer success, sales, support and marketing.
We hear him talk about how AI can remove the friction that drives customers crazy; why customers should never have to repeat their story when being handed from AI to a human; and how businesses can use AI to give customer service teams better information without losing the human connection.
Sedrak also explains the difference between chatbots, AI assistants and AI agents; why repetitive digital tasks are ripe for automation; and the human skills customer service professionals need to develop as AI takes care of more of the transactional work.
Plus, we discuss the importance of smooth conversations, empathy, ownership and making customers feel heard and Sedrak shares the one thing businesses should stop doing immediately when it comes to chatbots.
There's plenty of Gold Dust for anyone interested in AI, Customer Service and creating easier, more human customer experiences.
You can find Sedrak on LinkedIn (opens in a new tab).