For those who’ve been following the Klarna fiasco and their recent decision to dial back on fully outsourcing customer service to AI — I’ve been thinking a lot about what responsible, strategic AI use in Customer Success could actually look like. Rather than focusing solely on replacing humans for tasks that are better served by, well, humans, I’ve been on the lookout for tools that add value to CS teams. One area I'm starting to explore is AI-moderated interviews — to document customer stories and identify new opportunities. These could be great for capturing both the quantitative data we’re used to getting from tools like SurveyMonkey, and the qualitative insights that often get overlooked due to limited time or budget (especially for SMBs that can’t shell out for Big 4 consultants). I recently came across a tool called Outset | The AI-Moderated Research Platform, which looks promising and could be a valuable addition to the Customer Success toolkit. Definitely more useful than just outsourcing everything to AI. 🙂 Outset | The AI-Moderated Research Platform
AI is here, will be important to lead this time with compassion and intention. Definitely no longer a theoretical scenario.
AI is meant to help your CS team give the best experience to customer and not take over the role of customer services completely There are some core skills and qualities of CS that cannot be offered by AI
Klarna certainly learned that a hard way. Guessing they didn’t read, Minding The Store
