Six Game-Changing AI Customer Service and CX Strategies

AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyone’s racing to implement AI, many are missing the most important part — keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience.

One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the Human Experience. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch. The book isn’t about which specific AI tools to use. Many of those will be obsolete in a very short time. It’s about how to think about AI, hence the title, AI Mindshift. With that in mind, here are some of my top takeaways from the book:

1. The Human-AI Balance Is Essential: This is the book’s central theme. Don’t fall into the trap of thinking AI can replace your customer service team. Instead, let AI handle the routine questions and problems while keeping your people focused on what they do best — building relationships and handling more complicated issues. This creates efficiency without sacrificing the personal touch customers value.
2. Speed Matters: Your customers want answers now, not later. AI can deliver immediate first responses through chatbots, but here’s the key — make sure your customers can seamlessly transition to a human agent when needed. I refer to this as Time to Happiness — how quickly you can move a customer from frustrated to satisfied. The faster, the better.
3. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. Consistently use this data to refine and improve your AI systems. If customers are frustrated with certain AI responses, fix them quickly. Otherwise, your faulty systems may frustrate your customers and drive them to the competition.
4. Practice “Ethical AI” in Customer Service: Saeks emphasizes two big areas: transparency about when customers interact with AI versus humans and making sure your AI technology protects your customers’ privacy and data.
5. Proactive Support: If you want to impress your customers, identify issues or problems before the customer finds them. Then, tell them you did. AI can help identify these issues.
6. Think Big, but Start Small: Begin AI implementation with specific, manageable customer service tasks rather than trying to overhaul everything at once. For example, start with AI handling basic FAQs, then gradually expand to more complex customer interactions as you learn what works. Remember the old saying, “Rome wasn’t built in a day.”

The bottom line is this: AI isn’t about replacing your customer service team. It’s about making them more amazing at what they do. Saeks’ book reminds us that the future of customer service and CX isn’t about choosing between AI and humans. It’s about combining both to create experiences that get your customers to say, “I’ll be back!”

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Originally published at hyken.com on February 12, 2025