CX Insights
HP deliberately pushes toward self-service
HP implemented a mandatory 15-minute wait time for consumer PC and print customers calling support in parts of Europe, aiming to push users toward digital self-service. The move, framed as a way to improve efficiency, drew enough criticism from insiders and customers that the brand walked back from it four days later.
Self-service is awesome for customers and brands alike. Most consumers want to self-serve anyway and try to do so before reaching out to a human. So when customers do call in, it should be pretty clear the majority actually need help, and sending them back to self service is only going to upset them.
There’s no big lesson from this story except… don’t do that.
How to talk to a person when traveling
News articles about how consumers can get better customer service are nothing new. However, this one from a consumer advocate is all about how travelers can get around ineffective AI systems, because AI has been so widely adopted in the travel industry, but is leaving travelers unable to get support.
The hacks include backchanneling through a brand’s social media DMs (why omnichannel is so critical!), finding executive contact information, and booking through human travel agents for a lifeline if things go wrong.
This echoes some of the research we covered last week where the majority of consumers feel like companies are implementing customer service tech to cut costs and benefit the organization, not improve the customer experience.
It’s a reminder that consumers only have so much tolerance. They will find a way around a system that doesn’t work, or they will eventually take their business elsewhere. Think long-term with your approach and roll out to customer service automations.
Balancing automation with empathy
The latest from Kustomer CEO Brad Birnbaum: AI played a key role in driving record-breaking Black Friday and Cyber Monday sales, but it’s not a replacement for human service. While AI-powered chatbots and predictive tools improved the shopping experience, true customer loyalty comes from balancing automation with human empathy.
CX leaders must leverage AI to enhance - not replace - human interactions, ensuring personalized, proactive service. AI is a powerful enabler, but human connection remains the heart of exceptional customer service.
Consumers expect AI powered CX to rise
Vonage has released its 13th edition of the Global Consumer Engagement Report and it’s clear: consumers know the AI-powered customer support train is moving, and fast, with expected usage to increase notably in the next year.
But as we’ve just covered above, not all are happy with that. Just one really compelling nugget: the report found 96% of consumers have some level of concern about personal data security when using AI-powered support tools. And globally, there are important regional differences in the channels consumers prefer and their willingness to embrace automated service.
The report has a ton of awesome findings with regional and country specific insights - it’s worth checking it out for yourself.
Interview Insights
Want to use AI Agents to power your brand's customer support? There are steps you should take ahead of time to set yourself up for a smoother and more successful launch. I spoke with Gilbert Valdes, Technical Implementation Manager at Kustomer, about the steps that CX leaders should take before implementing AI Agents.
Here are Gilbert's tips for getting set up with Kustomer's AI Agents:
- Define the core use cases that you're looking to solve for with AI
- Know your audience and the entry points for them interacting with AI Agents
- Optimize and structure your knowledge base materials
- Understand how tools and actions work and how the system all works together
Check out the full interview here for all the details.
Golden nuggets
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Anthropic rolls out new AI model
How AI Agents Help Businesses Better Serve Customers
