Episode Details
Back to EpisodesAre we at the end of human centered customer service? Dimitri Masin has ideas.
Description
As someone who has overseen teams of customer success and service, this was a very interesting conversation. We are at a point where many of these human services can be replaced by machine. Listen to what is happening now with Dimitri Masin, CEO and Cofounder at Gradient Labs’.
While AI-powered customer service isn’t new, regulated industries have been left behind due to strict compliance requirements and the high cost of mistakes. AI customer service agents can achieve 80-90% resolution rates, 75% cost savings, and a 98% quality assurance pass rate (compared to 90% for humans), outperforming both human agents and traditional bots.
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