For Companies, AI Is Actually A Chance For More Customer Contact, Not Less — Here’s Why

It’s often assumed that AI will make relationships with customers worse—or even nonexistent. Businesses only want to offload customer service to AI so they can save money,

But once a company scales, something strange happens. Dealing with customer issues comes to be seen as a cost, not an opportunity. Even as marketing teams go out of their way to reach new customers, customer service does its best to deflect existing ones, hiding behind phone trees and long wait times. Why? Time, money and resources.. For standard calls, I’ve seen costs of around $10, but that number can easily jump to $100 and up for more technical issues.

Critically, AI also enables the capture—and parsing—of more customer data than ever. Conversations can now be analyzed and actually learned from. With generative AI, it’s like having a team of MBAs dissecting each call into component parts, gleaning insights along the way. As AI shrinks the cost of customer service, it can help bring new products to market. Let’s say a company only makes red umbrellas. By analyzing customer conversations, AI learns that people keep asking about pink ones. The product team is alerted, and a new product roadmap takes shape.

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