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   Are we post-peak AI anxiety in support?
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   A report on Elevate CX London
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                      A werewolf with a Chinese menu in his hand
                     </h2>
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                      Halloween in London promised ghosts, ghouls, and werewolves, but at Elevate CX on October 31st the vibe was decidedly less spooky. Was the venue choice, a ping pong bar, event organizer
                      <a data-hs-link-id="0" data-hs-link-id-v2="nNvqotnx" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       Sarah Hatter
                      </a>
                      ’s way of referencing
                      <a data-hs-link-id="0" data-hs-link-id-v2="rguSf7ZW" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       this support meme I made
                      </a>
                      ? I’m going to assume yes.
                     </p>
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                      After a couple of years in which generative AI sometimes felt like an existential threat to customer support departments, the overall vibe at this event was cautiously optimistic. Conor Pendergrast (whose short daily CX email is worth your time) spoke about
                      <a data-hs-link-id="0" data-hs-link-id-v2="yWuML2jx" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       using AI thoughtfully in conjunction with your team
                      </a>
                      , an approach several other speakers echoed.
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                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      While AI was certainly a topic of conversation on stage and off, it did not dominate the discourse. The unofficial theme of the day seemed to be focusing on our humanness —
                      <a data-hs-link-id="0" data-hs-link-id-v2="JWU8QMon" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       Brian Levine
                      </a>
                      encouraged thinking through the real purpose of your support team,
                      <a data-hs-link-id="0" data-hs-link-id-v2="YL0g8WjL" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       Chris Holt
                      </a>
                      helped us look for the joy of CX, and
                      <a data-hs-link-id="0" data-hs-link-id-v2="YTez+f7a" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       Erica Clayton
                      </a>
                      helped us handle trauma in the workplace. My own triptych of talks focused on the experiences of the mysterious support agent and diarist, Jordan Taylor (more from Jordan soon).
                     </p>
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                      Here's the day compressed into 1 minute:
                     </p>
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                      None of us knows exactly how this over-inflated AI market will end up, but the best customer experiences will be delivered by teams who understand what their customers need, and deploy all the tools at their disposal to provide it. AI itself won’t be a long-term differentiator any more than “we use computers!” was. Customer support teams built from now on will include AI tools as a matter of course. Companies can stand out through their selection of tools and their integration of them into the broader customer experience.
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                      Yes, there will be best practices and typical approaches. We’ll publish some of them here at Help Scout. But a playbook is only ever as good as the team that executes it.
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                      It’s the players that make it work.
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                        Mat Patterson
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                         Help Scout
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                        "Mistakes Help Us Learn!"
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                        A beach-free short thought
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                        68 Harrison Ave Ste 605
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                        PMB 78505  •  Boston, MA 02111
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