{"podcast":{"title":"Amazing Business Radio","slug":"amazing-business-radio-46506","podcast_index_feed_id":46506,"rss_url":"https://feeds.megaphone.fm/amazingbusinessradio","website_url":"http://www.amazingbusinessradio.com","image_url":"https://megaphone.imgix.net/podcasts/4662fa7c-bab3-11e8-8186-b7c42bfb0449/image/uploads_2F1540919813771-voymmzdal6-1a137ee5168708beff6522d51535ac33_2FABR+-+Interviews+with+leading+business+experts..jpg?ixlib=rails-4.3.1&max-w=3000&max-h=3000&fit=crop&auto=format,compress","author":"Shep Hyken","episode_count":596,"summary":"Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.","last_synced_at":"2026-07-28T20:18:20.994335+00:00","page_url":"https://stenobird.com/podcast/amazing-business-radio-46506"},"episode":{"title":"The Future is AI First but Human Centered Featuring Sam Wilson","slug":"the-future-is-ai-first-but-human-centered-featuring-sam-wilson","published_at":"2026-03-10T10:00:00+00:00","page_url":"https://stenobird.com/podcast/amazing-business-radio-46506/the-future-is-ai-first-but-human-centered-featuring-sam-wilson","show_page_url":"https://stenobird.com/podcast/amazing-business-radio-46506","url":"https://traffic.megaphone.fm/CSN4999517380.mp3","audio_url":"https://traffic.megaphone.fm/CSN4999517380.mp3","summary":"Elevating Customer Support Teams with Smart AI Integration Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What impact does self-service technology have on customer satisfaction? How can AI self-service and human support work together effectively? What drives customers to switch companies due to poor self-service? What makes customers more forgiving of mistakes by human agents than AI systems? Why should businesses view customer service as a revenue center rather than a cost center? Top Takeaways: Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied. California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don’t deliver satisfactory results. AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today’s customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents. The customer support department is a revenue center. Delivering consistently excellent exp…","meta_description":"Elevating Customer Support Teams with Smart AI Integration Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of…","key_points":[],"chapters":[],"topics":[],"duration_seconds":1505,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/amazing-business-radio-46506/episodes/the-future-is-ai-first-but-human-centered-featuring-sam-wilson/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/amazing-business-radio-46506/the-future-is-ai-first-but-human-centered-featuring-sam-wilson.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}