Скачать или смотреть How to Introduce AI to Customer Support (the Right Way) | Show, Train, Personalize | Masters of CX

💬 “AI isn’t replacing you — it’s backing you up.”

In this Masters of CX episode, Customer Support Veteran Ben O'Donnell
shares a practical playbook for rolling out AI to a support team without fear or friction.

🔎 Show, don’t tell: demo real use-cases first (e.g., “what pairs well in my garden?” on email or live calls)
📚 Train the brain: turn your best agents’ tribal knowledge into the AI’s knowledge base (Alina)
🧑‍🤝‍🧑 Make it personal: name the copilot (“Glenn”) so it feels like a teammate, not a tool
🧩 Start with complexity: use AI for a first pass on tough tickets; agents refine and respond confidently
🙋 Create an ‘ask anything’ culture: AI gives instant feedback, building know-how and consistency
🤝 Position it as partnership: CS × AI → faster decisions and better customer education

👉 Watch the full podcast for a step-by-step rollout you can copy: engage agents early, codify expert know-how, and frame AI as the teammate that makes everyone better.