Empowering Humans to Be Human Featuring Vit Horky

Top Takeaways:-      The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations. -      People use technologies such as AI in their daily lives more than they realize. A good example is a Google search. It is the artificial intelligence behind that search engine that allows it to work as well as it does. -      Customers have very little trust in AI and chatbots when it comes to a need for deeper connection and communication. That’s where a human-to-human interaction is needed. -      Our strengths as human beings are our emotional intelligence, our creativity, and our authenticity. AI should support human agents so that they are more able to utilize those strengths. -      Many agents, especially in call centers, deal with repetitive problems. AI can assist by providing those agents (instantly) with the best responses for each situation. -      A huge problem in call centers is employee retention. When employees leave, they take their knowledge and expertise with them. AI can help fill in the gaps. -      Customers are in control today more than they have been in the past. Their expectations for service from a company are much higher—meaning companies need to step up to meet and exceed those expectations. -      Companies need to invest in omnichannel technologies—meaning customers can connect with a company using the channel of their preference and have virtually no gaps in their experience between channels and even agents. -      Above all, AI and other technologies must empower people to use more of their human potential. Quote:“Humans are great at understanding and using emotional intelligence. It is very difficult to build a computer that can understand that.” About:Vit Horky is Senior Director of Digital Experience at NICE inContact. He previously co-founded and served as Co-CEO of Brand Embassy. Vit is also the author of Customer Service in the Transhuman Age. Learn more about your ad choices. Visit megaphone.fm/adchoices