Did AI Make The Human Job Harder?
One of the most repeated promises around AI is that it will take away the repetitive work and leave humans
Thinking
Tag: Mike Aoki
Customer Experience | Emotional Intelligence | Contact Centres | AI & Customer Service
Mike Aoki is President of Reflective Keynotes Inc. and has more than 35 years of contact centre experience, spanning frontline customer service, training and leadership. He specialises in emotional intelligence based customer service and sales skills, helping frontline teams handle the complex and emotionally demanding conversations that increasingly define human customer service.
His work explores how AI is changing the role of contact centre agents. As routine interactions are increasingly handled by technology, Mike argues that the conversations reaching people are becoming more complex, emotional and high stakes, placing greater importance on empathy, judgement and communication skills.
His conversations with Decoded Thinking explore AI in customer service, the changing role of frontline agents and why human skills may become more important as automation increases.
LinkedIn: Mike Aoki | LinkedIn
Interviews
AI Should Be A Triage Nurse, Not A Nightclub Bouncer
For years, one of the measures of success for customer-facing technology has been how many conversations it can prevent from
