A.I. Enhancing Customer Service | Shake Shack's Menu Change | Effective Ignored Feedback | Small Talk's Job Interview and Career Benefits

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� � � � � � You Might Like � � � � � � � � � How A.I. Can Supercharge Your Customer Service Team - Inc.com    Even so, Galak says a shift to full auto­mation right now would be premature. The reality is that many businesses are going in the opposite direction--employing A.I. to enhance, rather than replace, their customer service agents. Here's what we learned from a few of them about using A.I. to supercharge service teams. Many customer service inquiries--like whether a purchase has shipped--can be addressed with a simple yes or no. And those are the tickets worth automating, says Liz Tsai, founder and CEO of Dallas- based customer service firm HiOperator (No. 276 on the 2022 Inc. 5000). Typically, though, such automation has been done with traditional chatbots, which don't use A.I. to function, and can be limited for customers who really just want to speak to a human. But giving those bots conversational A.I. abilities, akin to ChatGPT's, allows them to seem more human--and to answer more complex questions that might not lend themselves to preprogrammed responses. "You can really leverage generative A.I. to give that conversational, branded feel," says Tsai. Those enhancements can reduce customer frustration when they're interacting with chatbots, leaving your human agents with fewer relationships to patch up because of a poor chatbot experience. A.I. can have a particularly positive impact on customer loyalty, even behind the scenes, says Mike Murchison, co-founder and CEO of Ada, a Toronto-based A.I.-powered ­customer service automation company. By ­rapidly pulling up historical data about ­customers, A.I. can give agents better context for how to personalize the interaction. Continued here � � � � � � You Might Like � � � � � � � � � After 19 Years, Shake Shack Just Changed an Iconic Menu Item. It May Be a Painful but Necessary Step - Inc.com    Shake Shack is switching from soybean oil to sugarcane oil for many of its fried foods--most notably its iconic crinkle-cut fries and cheese fries. It's starting with an oil changeover in two New York City locations as a test run. If all goes well, the company will likely roll out the new oil to other locations as well. The chain may well face pushback from its sometimes change-averse customers. But the move is a lesson in leadership that other restaurant chains should consider following. The Hudson Yards and Battery Park City Shake Shack locations are now using sugarcane oil to cook their Shroom Burgers, Shack Stacks, Veggie Shacks, Chicken Shacks, Chicken Bites--and their crinkle-cut fries. It's the result of a partnership between Shake Shack and Zero Acre Farms, which produces the oil. Why sugarcane? Zero Acre says it's the world's highest-yielding crop. It requires 85 percent less land than canola oil, and processing it emits 86 percent less CO2 than soybean oil. Instead of being pressed out of fruit or seeds, Zero Acre's oil is created in a proprietary fermentation process that requires 99 percent less water than olive oil, the company says. Continued here � � � � � � You Might Like � � � � � � � � � Don't like ads? Go ad-free with TradeBriefs Premium Online Feedback Requests Are Effective, Even if Ignored - INSEAD Knowledge    Many of us consult reviews and ratings religiously before buying anything online. However, despite our reliance on others’ reviews, we are highly unlikely to leave our own review of a product or service. Indeed, prior research shows that the vast majority of people are likely to ignore requests for feedback by clicking "no thanks" when asked to "rate their experience" online. If most users do not reply, what is the point in asking them for feedback? In our study on how feedback requests affect consumer behaviour, we found that users who refused to rate a website when prompted were more likely to upgrade from free to paid services than those who were not asked to provide feedback. Continued here � � � � � � You Might Like � � � � � � � � � How Small Talk Helps You Succeed In A Job Interview And Your Career - Forbes    The ability to engage in small talk is a superpower for succeeding in a job interview and advancing ... [+] your career growth. The ability to engage in small talk is a superpower for succeeding in a job interview and advancing your career growth. The term refers to initiating and holding a light and casual conversation. It’s a smart way to break the ice at the start of an interview, during a meeting or when interacting with executives and clients. The goal of small talk is to quickly ingratiate yourself with the person with whom you’re speaking. You want to set the stage that you are highly interested in the meeting or conversation and can make others feel relaxed. People generally like to do business with folks that they feel comfortable with. Continued here

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