Generative AI for Customer Support – Navigating the Changing Dynamics of Trust & CX in the Age of Generative AI

Trust is the foundation of customer experience, and this episode explores how to build it in the age of generative AI. Patricia discusses the importance of tackling mistrust head-on through transparency, incremental implementation, and starting with internal use cases. Engaging both customers and employees with curated content, guided workflows, and a thoughtful balance between automation and human input is essential for fostering trust and driving meaningful adoption—especially within communities.

Key Takeaways:

• Address the root causes of customer mistrust in AI
• Plan long-term, start with internal pilots, and scale gradually
• Design engaging experiences for both customers and employees
• Build on curated content and assisted workflows
• Balance experience, content, and guidance to encourage community adoption

 

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