Enhancing Customer Service with AI: Making It More Human

In today’s world, customers expect solutions quickly—but what they really want is to feel understood and valued. While AI can help deliver faster results, it’s its ability to make the service experience feel more personal that truly sets it apart.

During this week’s AI Service Unleashed forum, we discussed how AI can help businesses deliver exceptional customer service by making AI interactions feel more human. William Kapes from Integritek joined us to share invaluable insights on how AI can elevate service experiences. His perspective on integrating empathy into technology resonated deeply with our team, and we’re excited to apply these concepts alongside the powerful tools we’ve built at Thread.

“Even though we’re not moving the needle on SLA by having Assistive AI involved, it feels like we are. Clients perceive that they’re being helped faster, and perception is a huge part of service quality.”

Why Humanizing Service Matters

The core of great customer service lies in making customers feel heard and supported. While AI can handle the heavy lifting—automating tasks and resolving issues quickly—its real value comes from helping service teams engage with customers in a more thoughtful, empathetic way. This is essential when managing high volumes of requests, where keeping a personal touch becomes more challenging.

AI should not replace the human connection, but rather amplify it. By focusing on understanding and addressing customer emotions, we can create a service experience that feels more connected and human.

Thread’s Approach: Bringing Humanity Back to Service

At Thread, our goal is to use AI to empower service teams to deliver faster, more effective support while maintaining a personal, human touch. Here’s how we’re achieving this:

1. Empathetic Triage Agents: The first point of contact with customers matters. Thread’s triage agents aren’t just about gathering information; they’re designed to engage with customers empathetically. They ask the right questions based on the customer’s issue, giving your team the context they need to act quickly and solve the problem.
2. Sentiment Analysis: Understanding how a customer feels about their issue can guide how your team responds. By using sentiment analysis, we can help your team gauge whether a customer is frustrated or calm and adjust responses accordingly. This ensures that your service is always aligned with the customer’s emotional state, making them feel better understood and valued.
3. Reminder Agents That Work for You: One common customer frustration is impersonal ticket follow-ups after submitting a request. Thread’s Reminder Agents don’t just send out automated check-ins; they engage with customers in a way that’s relevant to their specific situation. This personalized approach helps keep customers engaged without overwhelming them with generic, repetitive messages.
4. Personalized CSAT Surveys: Collecting feedback is an important part of improving your service, but how you ask for it matters. Instead of sending out the same generic survey to every customer, Thread personalizes each one. For example, asking, “Did Steve resolve your keyboard issue?” makes the customer feel like their experience truly mattered and shows that you care about the specific service they received.

A Special Shoutout to Our Partner William Kapes of Integritek

We’re grateful to have partners like William Kapes from Integritek, who continually push the boundaries of what service excellence can look like. William’s philosophy of customer care and his approach to humanizing service delivery with AI has been an inspiration to us all. His thoughtful insights on balancing automation with empathy help guide the way we refine and improve our tools at Thread.

We’re excited to continue working alongside leaders like William, who share our commitment to making technology serve people in the best way possible.

The Importance of Continuous Improvement

AI is a powerful tool, but it’s not a “set it and forget it” solution. It needs to be continuously refined to ensure that it’s meeting the needs of both customers and service teams. As William shared, AI must remain flexible and adaptable. It’s about making sure the tools you use evolve with your business and your customers’ expectations.

At Thread, we’re constantly listening to feedback from users and making improvements to ensure our tools are not only efficient but also enhance the human aspect of service delivery. Our mission is to give your team the time and space to focus on building relationships while AI handles routine tasks.

Conclusion: AI That Feels Human

AI can dramatically improve the speed and efficiency of your service delivery, but its true value lies in how it makes the customer experience feel. By enabling your team to connect more meaningfully with customers, AI allows service to be both fast and personal.

Are you ready to see how Thread’s AI-powered solutions can help humanize your service delivery? Let’s talk about how we can help your team create more meaningful interactions with your customers.