# 91: Can AI Make Customer Service More Human? with Sedrak Hovhannisyan

Source URL: https://www.gavinscott.me/podcast/91-can-ai-make-customer-service-more-human-with-sedrak-hovhannisyan/

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…

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From the podcast ·
7 October 2026
91: Can AI Make Customer Service More Human? with Sedrak Hovhannisyan
Listen on Buzzsprout
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
.
Keep listening.
90: Breaking Down the Silos Between CX, EX & DX with Claire Boscq and Andy Jarvis
In this episode, Gavin is joined by Claire Boscq and Andy Jarvis. Claire is an award-winning Customer Experience Consultant, international keynote speaker and creator of the…
Read episode notes
89: Putting People First in Customer Experience with Kyle Wright
In this episode, Gavin is joined by Kyle Wright. Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA). We hear him talk about his journey…
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Be a guest on Customer Service Gold Dust.
Are you a Head of Customer Service or Customer Experience? Share the work you’re doing, what you’ve learned and the ideas other leaders could use.
Talk to Gavin about being a guest
Start with a 30-minute podcast discovery call.
Let’s talk about your customer experience.
Tell Gavin about your team, your event or the challenge you’re working on.
Contact Gavin
Book a discovery call

## Links

- [All episodes](https://www.gavinscott.me/podcast/)
- [Listen on Buzzsprout](https://www.buzzsprout.com/1644694/episodes/19906198-episode-91-can-ai-make-customer-service-more-human-with-sedrak-hovhannisyan)
- [LinkedIn](https://www.linkedin.com/in/sedrak-hovhannisyan/)
- [90: Breaking Down the Silos Between CX, EX & DX with Claire Boscq and Andy Jarvis](https://www.gavinscott.me/podcast/90-breaking-down-the-silos-between-cx-ex-dx-with-claire-boscq-and-andy-jarvis/)
- [Read episode notes](https://www.gavinscott.me/podcast/90-breaking-down-the-silos-between-cx-ex-dx-with-claire-boscq-and-andy-jarvis/)
- [89: Putting People First in Customer Experience with Kyle Wright](https://www.gavinscott.me/podcast/89-putting-people-first-in-customer-experience-with-kyle-wright/)
- [Read episode notes](https://www.gavinscott.me/podcast/89-putting-people-first-in-customer-experience-with-kyle-wright/)
- [Talk to Gavin about being a guest](https://calendly.com/gavinscott/gavin-scott-discovery-call)
- [Contact Gavin](https://www.gavinscott.me/contact/)
- [Book a discovery call](https://calendly.com/gavinscott/30min)