Will AI-customer experience technologies cause further onset of individualization on the internet?

I’m so torn. As a SaaS founder, I know exactly the added value of this.

But still, is this inevitable trend the future of customer service?

@aisera_ai , an AI-driven service experience platform for automated employee experiences (EX) and customer experiences (CX), just raised $90M in Series D funding.

Here’s how it works:

“Aisera becomes your automation nerve center, learning from every touchpoint. On day one, it plugs right into your existing systems of record across the multichannel (ticketing, knowledge bases, monitoring, identity management, and more) to proactively auto-resolve incoming inquiries, requests, and issues.”

Sounds a-ma-zing.

As a founder who’s actively and daily processing support tickets, this would free up loads of time to be more creative, create content spend on sales, improve processes, etc.

I get it. But on a more meta-level, looking closely at our support tickets also helped us to:

• Continuously refine our customer persona
• Improve product roadmap
• Better understand our audience
• Improve client relationships

Maybe what I’m afraid of, as much as I would benefit from AI-assisted support, is that we might become lazy and lose focus on our customers.

I fiercely believe that you can only claim that you know your customer if you can prove sustained and maintained interest in them.

And before you start, I don’t think analyzing ticket data after the fact is the same as having live, in-person conversations with your customer.

Both play an indispensable role in maintaining high service and improving product experience.

Will mass adoption of these technologies demonstrate a further onset of individualization on the internet?

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