Sabri Beneshour
speaker
736 appearances
13 recordings
1 series
first heard Jan 2026
last heard yesterday
Sabri Beneshour’s voice in public audio — every appearance, attributed to the second.
Trend
recordings per month · last 12 monthsRecordings per month over the last 12 months — 13 in all, peaking in Jul 2026 with 6.
Appearances
Businesses are investing.
They think they may be able to significantly reduce their costs.
Have AI do the easy stuff, save the hard stuff for people.
Forrester Research estimates a large call center staff could be cut in half in five years.
Max Ball is a principal industry analyst at Forrester.
He says despite the savings, companies aren't ready to just hand the customer service keys fully over to AI yet.
Also, who cares about company savings?
Is AI going to make customer service any less miserable?
Emily Petoskey is a senior director analyst at Gartner.
AI is proving helpful to customer service agents.
Translating, analyzing conversations, offering advice.
A Stanford digital economy study found that when AI helped human agents, issues resolved per hour increased by 15%.
But AI can only go so far.
Turns out AI can do a lot of things, but perform miracles isn't one of them.
If your business is bad at customer service without AI, it's probably going to be bad at it with AI.
In New York, I'm Sabri Beneshour for Marketplace.
I don't know if this has ever happened to you, but one time my old gym was like, hey, how would you like to prepay your membership for two years in advance?
And I was like, no, why would I do that?
And they were like, well, we'll give you a really good discount.
And I was like, well, it better be one heck of a discount because, like, what if you shut down?
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