AI in Customer Service Drives Growth and Revenue

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"Customer service is a cost, and #AI is a tool for cutting it." - that's the statement Gabriela Bartoszek, Brand Marketing Manager at Text, enjoys pushing back on. Most companies looked at AI and saw only automation potential: fewer tickets, smaller teams, less time, lower costs! At Text, we looked at the same technology and asked a different question: what can we do to ensure that conversations with customers drive growth and generate real revenue? Changing mindset is one of the core principles at Text. No resting on our laurels, no getting comfortable. Keep searching, exploring, testing! When  #ChatGPT came out, nobody had a ready-made plan for how to use it. Neither did we. But we started experimenting anyway! Our bet: customer service, especially the kind that combines technology with human expertise, drives growth. And here's what we're sure of: AI won't replace people, but it will push them toward expanding their skills. Worth reading: discover all of Gabriela's insights, the person behind Text's rebranding. Full interview in the first comment. Thanks Pete D. Camarillo for making this happen and connecting us with Authority Magazine.

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The cost framing does more damage than the headcount part suggests. Measure support on resolution speed and you optimise for closing the conversation rather than understanding why it started. Support is usually the only function hearing the unfiltered version of what is wrong with the product, and automation absorbs recurring tickets best, which are exactly the ones that were telling you something. Whether that signal still reaches the people building the product seems like the real question.

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Great insights! AI is definitely changing customer service, but the biggest value comes when technology helps teams create better customer experiences, not just reduce costs. Excited to see how companies continue balancing AI with the human touch. 

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