课程: Using AI for Customer Service Managers

Lead with authenticity and trust when using generative AI

课程: Using AI for Customer Service Managers

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Lead with authenticity and trust when using generative AI

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(light cheerful music) - For years I've enjoyed and benefited from reading the weekly blog of a person who does website design and digital marketing. He's brilliant and insightful. I always enjoy the unique, sometimes even awkward, way he expresses his ideas. It's always so authentic. Well, in recent months, he's been using generative AI. His newsletters are now sophisticated and flawless, as if written by the head of the English department at a university. Here's the problem. They just don't seem to be in his voice anymore. I still read them, but my trust in the content has dropped because I know it's basically coming from generative AI. Even though I'm not an expert in digital marketing, I could write the same newsletters just by asking ChatGPT for help. And I'm not making a case for bad writing, and I'm sure not suggesting you don't use the tools to save time and produce better work. But whatever you produce needs to be uniquely yours and in your voice. To the larger question of customer service in the AI era, authenticity and trust will be essential. As a leader, you'll want to ensure that how you and your customer service teams use AI resonates with your customers. You want to make sure they trust you, trust your content, and know when they're interacting with a machine versus a human. As the lines blur, maintaining humanity, authenticity, and trust will be essential, and that will help set you and your organization apart.

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