Kill the questions ... #AI #2026 #aiautomation
In 2026, the focus shifts from answering queries quickly to minimizing the need for those queries altogether. The speaker emphasizes understanding the hidden processes that lead to customer inquiries.
Summary
The transcript highlights a significant change in approach by 2026 regarding customer service and communication. Rather than merely striving for rapid response times to inquiries, the emphasis is on preventing these inquiries from being made in the first place. The speaker mentions various tasks that typically consume time, such as checking payment statuses, managing communications through different platforms like email and Slack, and dealing with internal processes like ticket management. This shift in perspective suggests a move toward enhancing the overall efficiency and effectiveness of information access, thereby reducing the volume of questions that necessitate answers.
Key Insights
- In 2026, the goal is to minimize the need for customer inquiries rather than just providing quick answers.
- The speaker highlights the complex hidden work involved in addressing customer requests, suggesting a need for greater efficiency.
- Tasks such as checking payments, managing email, and closing tickets are identified as significant time consumers in the current process.
- The conversation reflects a shift in focus from reactionary customer service to proactive information management.
- By 2026, the emphasis is on understanding the underlying processes that lead to customer questions.
Topics
Transcript
[0:00] In 2026, you're looking at the whole process. You're looking at all of the hidden work that you do to get there. We would find the email, we would check the payment, we would look in Slack, we would send another invite, we would write another apology, we would close another ticket. And that changes the question, because the question is not just how do we answer these people fast? That's 2024. It's how do we make sure people don't have to ask us for this?
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