Episode
How AI Can Make Customer Experience More Human Featuring Vinod Muthukrishnan
- Podcast
- Amazing Business Radio
- Published
- Feb 17, 2026
- Duration seconds
- 1443
- Processing state
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- https://traffic.megaphone.fm/CSN3106336130.mp3
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Summary
Blending AI Efficiency with Human Insight Shep interviews Vinod Muthukrishnan, Vice President & General Manager of Webex Customer Experience at Cisco. He talks about how AI is moving from a technology tool to a collaborative coworker that helps businesses personalize service, automate routine tasks, and close the customer experience gap. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI create a human-centered customer experience? How is artificial intelligence transforming customer service interactions? What are the most effective ways to use analytics to improve customer support and reduce unnecessary contact center calls? How can automation help resolve frequent customer complaints, such as long wait times or repetitive interactions? Why should companies rethink traditional metrics, such as average handle time, when evaluating customer service performance? Top Takeaways: AI has evolved from being just a tool to becoming an actual coworker. It can handle routine tasks and take on responsibilities like note-taking during meetings, freeing up a lot of employees' time. This shift is radically transforming how we engage, connect, collaborate, and communicate with customers. Brand interactions should aim to feel like engaging with a favorite human. The best experiences remember customers' history, never making them repeat themselves, and understanding their unique preferences. They also minimize wait times and meet customers on their channel of choice. Customers are understanding when they know you genuinely care about their issues and are actively working to resolve them. But if they have to call three times for the same issue, it becomes another problem. If you use AI to solve problems the right way, you bring cu…