Advantages of AI in Customer Support Chat

Came back from vacation Monday. Inbox? On fire.🔥 Buried in the chaos: a customer story that stopped me in my tracks (and made me so happy). A Customer Support leader at a fast-growing financial services company used AI to transform his team - in just a few weeks. This leader works for a financial services company that’s in high-growth mode. Great news, right? Yes! For everyone except his Customer Support team… As the business grew faster, they were bombarded with repetitive questions about simple things like loan statuses and document requirements. Reps were overwhelmed. Customers faced longer response times. The company has been a HubSpot customer for nearly 10 years. They turned to Customer Agent, HubSpot’s AI Agent, and got to work: - Connected it to their knowledge base → accurate, fast answers - Set smart handoff rules → AI handles the simple, reps handle the complex - Customized the tone → sounds like them, not a generic bot (you know the type) In a short space of time, things changed dramatically: - Customer Agent now resolves more tickets than any rep - 94.9% of customers report being happy with the experience - For the first time, the team can prioritize complex issues and provide proactive support to high-value customers It’s exciting to see leaders using Customer Agent to not just respond to more tickets, but to increase CSAT and empower their teams to drive more impact. 2025 is the year of AI transformed Customer Support. I am stunned by how quickly that transformation is playing out!

IHI Lucian Leape Institute releases Artificial Intelligence (AI) recommendations for #Patient #Safety and #Health #System #Leaders Expert panel by Institute for Healthcare Improvement convened in January 2024 to explore Gen AI's promise and risks Focused on three use cases Documentation support Clinical decision support Patient-facing chatbots #Documentation #Support Functions - Develop patient history summaries - Support patient record reconciliation, including medication reconciliation - Create documentation of patient-clinician conversations via ambient listening tools - Draft responses to patient messages, including EHR inbox messages Benefits - Reduce clinical documentation burden, thereby reducing clinician burnout and cognitive load. - Identify and potentially resolve inaccuracies in the EHR - Standardize common tasks like medication reconciliation - Improve accessibility of documentation for patients and caregivers - Strengthen trust and communication between patients and providers by allowing clinicians to focus more on the patient Risks and Challenges - Failure to inform patients about GenAI tools and obtain informed consent - Potential increase in clinician workload due to manual review of flagged inaccuracies - AI-generated efficiencies could be used for cost savings instead of providing clinician relief - Concerns over the accuracy and transparency of AI-supported documentation and the need for human oversight Depersonalization of documentation due to the loss of non-verbal communication #Clinical #Decision #Support (CDSS) Functions - Provide diagnostic support and recommendations - Offer early detection or warning of changes to patient condition - Develop and suggest potential treatment plans Benefits - Serve as an aide for clinicians by analyzing information and suggesting potential diagnoses and treatment plans - Improve diagnostic accuracy, save clinicians time, and potentially reduce costs Risks and Challenges - Clinical overreliance, compliance, and automation bias - Lack of transparency, explainability, and validation of AI systems - Prioritization of proprietary data over patient safety and quality care - Existing training data sets may include biases - Technological limitations and challenges of integrating genAI into existing workflows #Patient #Facing #Chatbots Functions - Function as data collectors to support patient triage - Interact with patients and respond to basic questions and concerns - Support care navigation, such as providing information on care center locations and appointment scheduling Benefits - Expand access to care - Democratize access to credible health care information - Provide more accurate and reliable data Risks and Challenges - Ethical concerns about technology mimicking humans and the need for proper disclosure - Chatbot accuracy requires ongoing auditing, maintenance, and updates. - Loss of human connection and potential erosion of trust between patients and clinicians