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The Role of AI in Customer Support with Conor Pendergrast
Manage episode 493251673 series 3565799
How should customer support teams use AI without losing the human touch?
Priscilla Brooke sits down with customer success expert Conor Pendergrast to explore the evolving role of AI in support workflows. From using AI as a smart assistant to drive efficiency, to building better customer relationships through intentional automation, Connor offers real-world examples, clear do’s and don’ts, and practical tips for teams of all sizes.
Learn how to strike the balance between AI tools and authentic human service, and hear why empathy, intentionality, and trust remain at the heart of excellent support even in an AI-powered world.
Learn more about Conor at CustomerSuccess.cx and subscribe to Conor's daily tips for CS!
We want to hear from you! Share your support stories and questions with us at [email protected]!
To learn more about Buzzsprout visit Buzzsprout.com.
Thanks for listening!
Chapters
1. Introduction to AI in Customer Support (00:00:00)
2. Guest Introduction: Conor Pendergrast (00:00:53)
3. AI Asks the First Question: Why We Love Support Work (00:06:45)
4. The Evolution of AI in Support (00:12:31)
5. Impact AI Could Have in Your Job (00:15:06)
6. Can AI Be Empathetic? (00:20:38)
7. Products Using AI Well (00:26:39)
8. First Steps for Implementing AI (00:30:48)
9. Support in Real Life: Patagonia (00:38:53)
28 episodes
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