Our customer journey has evolved, becoming augmented – a blend of human and AI elements.
What’s intriguing is that our customers not only accept this but also expect it as part of the new AI Human Customer Experience.
This, however, presents a challenge for our AI Human Customer Experience supporting teams.
Why, you ask?
Well, the moment our customer journey becomes augmented, and one of the fundamental customer expectations is a highly personalized, tailored experience, we must acknowledge that some of these deeply personal recommendations will originate from non-human sources.
When we use words like “personalized,” we’re talking about a specific human connection, even if AI detected it.
It’s up to our human team members to respond in a genuinely human way. This is where the real challenge lies.
This is where authentisty will play a big part in making us how our customers true human interactions.
What do I mean by that?
Authenticity means being yourself, being honest, and staying true to who you are. It’s about being real and not pretending to be someone else.
When you’re authentic, people can trust you because they know you’re being genuine and true to your own beliefs and values.
How does this concept apply to our work environment?
What I mean by authenticity is being genuine and true to yourself.
This applies not just in personal life but also in a work context. While we often think we need to be professional and logical at work, the concept of authenticity should still hold.
In the context of customer interactions, being authentic means treating the conversation as if you were talking to a friend.
It’s about being open, honest, and genuine. If you receive a recommendation from AI and you’re unsure how to make sense of it or how to address a customer’s needs, it’s perfectly fine to admit that you don’t know. There’s no need to worry about appearing unprofessional or thinking that AI always knows best. You can simply say something like, “This recommendation came from your conversation with our bot, but I’m not sure how to address your needs.
Can you provide more information?” or “I don’t quite understand. Can you explain why you asked that?” Being honest and seeking clarification is a key aspect of authenticity in customer interactions.
And at this point we need to fully embrace that this kind of unknowing convection can take part only with our human representatives along the way.
Showing up as true points off human conversation .
Why?
Simply because when you hit a dead end conversation with an AI , reaching a point of him not knowing the answer you as a human are left frustrated with being unable to explain what you need.
When we work on our AI maturity level we are monitoring those kinds of interaction and trying to minimas them as much as possible as we know what damage it holds for the experience provided.
However, these frustrating moments with AI hold significant power when interacting with a human. This kind of authentic exchange of information can only happen between people.
Our human representatives can show genuine interest, lead meaningful conversations, ask questions, and truly understand our customers’ needs. This is what we desire for all our conversations with customers—to be curious, valuable, and driven by genuine human interaction.
From me:
Sometimes, we may worry that admitting we don’t have all the answers can make us look less professional.
But the truth is, we’re all just people talking to other people. And those moments when we’re not sure about something are actually perfect opportunities to connect with our customers on a human level.
So, whether it’s in emails, demos, or on the phone, don’t be afraid to show your human side. Embrace those moments when you’re not quite certain.
They’re chances to build genuine connections with our customers, and we shouldn’t let them slip away. My job is to remind you of these simple truths that we might sometimes forget and to emphasize the power they have in creating real, meaningful relationships.