Can AI Save Customer Support?

We'll bet you've heard this one: you call customer support and encounter an automated system. Despite your best efforts to speak clearly, the voice on the other end of the line can't understand you. Or, how about when you've finally reached someone and they need to transfer you to another agent. After waiting on hold for a while, the second agent finally answers the phone but asks you to explain the problem all over again. That is s a particularly frustrating experience, and you're not alone according to a recent study by RingCentral and Opinium Research. Host Sara Walker welcomes Jim Payne, director of product marketing at RingCentral, a provider of AI-first cloud-based communication and collaboration solutions, for a discussion about the report's findings and how AI can help ease those customer support pain points. You can read more about RingCentral and Opinium Research's report here: Find a transcript for this episode on the show notes page: Listen to more episodes at Learn more about Walker at

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Can AI Save Customer Support? is an episode from The CX Leader Podcast with Steve Walker | A resource for customer experience leaders by Walker Information.

This episode is 29:02 long.

This episode was published on May 21, 2024.

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