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Are we at the end of human centered customer service? Dimitri Masin has ideas.
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As someone who has overseen teams of customer success and service, this was a very interesting conversation. We are at a point where many of these human services can be replaced by machine. Listen to what is happening now with Dimitri Masin, CEO and Cofounder at Gradient Labs’.
While AI-powered customer service isn’t new, regulated industries have been left behind due to strict compliance requirements and the high cost of mistakes. AI customer service agents can achieve 80-90% resolution rates, 75% cost savings, and a 98% quality assurance pass rate (compared to 90% for humans), outperforming both human agents and traditional bots.
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