AI and the future of support teams, 3 truly terrible predictions, several action items for support leaders, and Shawna explains the Rule of 40.
https://www.helpscout.com/resources/supportive-podcast/S1E1/
3 terrible predictions from history:
- Mail delivery by rocket
- Automation will make a second job as socially unacceptable as bigamy
- Steve Ballmer: iPhone has “no chance” of gaining significant market share
2 people to follow in AI:
- Ethan Mollick
- Genevieve Bell
Mat's predictions for the impact of AI on customer service team structure.
- Self-service will be central
- Lower cost-per-interaction means new business models for support
- Customer support QA will be transformed.
- The future of support will be built on flexibility.
Action items for support leaders:
- Decide (again) what good service looks like for your team
- Stay informed about AI tools and capabilities
- Identify and prioritize key AI opportunities
and Shawna Explains: The Rule of 40.
