Welcome to “Dear Megan,” an advice column where innovation meets humor, and customer experience is sprinkled with a dash of wit. I’m Megan Saucier, your friendly guide through the ever-evolving landscape of technology. As the Director of Strategic Accounts at TechSee, I’ve had the privilege of working with tech giants like AWS, and many others. Whether it’s AI, Visual Intelligence, Contact Centers, or simply making people smile through technology, I’m here to share insights, stories, and a few laughs along the way. This column tackles frequently asked questions in the field, providing you with the knowledge and laughter you need. Have a question? Send it our way, and let’s explore the fascinating world of tech together.
Dear Megan, I keep hearing about AI in customer service. Should I really trust it?
Megan:
Trust is a relationship. Conversation AI, specifically, multimodality, can supercharge customer experiences. A recent study by Gartner indicated that 85% of customer interactions will be managed without human intervention by 2025.
Analytics and AI practitioners have heard these “easy button” promises before. Balancing optimism, excitement, and skepticism is the key to developing practice that integrates the power of your new co-pilots.
Here are 3 ideas to build trust for you and your customers:
- Fix a problem: Using the scale and consistency of AI to support repetitive processes empowers the 91% of customers who want to serve themselves.
- Be Transparent and Accountable: Beyond being transparent with customers where AI is being applied, you’ll need a clear understanding of who is responsible for the actions and decisions of the AI and the inner workings are clear enough for auditing and oversight.
- Verify: My Dad, Pete Isaacs, drilled the principle of checking your numbers and checking them again as a foundation to my worklife. Test the results (new tiny LLM benchmarks are promising) and design escalation to an expert when needed.
Trust in AI stems from recognizing its role—not replacing humans but enhancing their capabilities to deliver exceptional service. Other ideas on how you are building trust in your practice? I would love to hear more. See you next time…
Bio
Megan Saucier is the Director of Strategic Accounts at TechSee, where she combines her brilliance with a bubbly personality to help customers navigate the complex world of customer experience. Known for her wit and wisdom, Megan is the go-to person for advice on everything from AI to Visual Intelligence and Contact Centers. With a client list that includes many Fortune500, and other industry titans, Megan’s expertise is both wide-ranging and deeply insightful. When she’s not revolutionizing visual customer experiences and deep diving into it’s data, she’s likely making people laugh with her clever insights and charming demeanor.
