Send us Fan MailIn this episode, Priscilla is joined by Craig Stoss, VP of Solutions at Kodif, to break down what AI actually looks like in a real support workflow and how teams can use it in practical, low-risk ways.They dig into why AI is more than just chatbots, where it actually saves time (and where it doesn’t), and how tools like summarization, tone refinement, translations, and reporting can make day-to-day support work more efficient without sacrificing quality.Craig also explains the biggest misconceptions about AI, including why it can’t make human judgments, what it’s genuinely bad at, and why measuring success with traditional CSAT can lead teams in the wrong direction.Plus, they discuss:Common mistakes when implementing AI How to think about a “frustration index” instead of satisfaction scoresThe skills support professionals should start building nowThis conversation is for support teams who want to use AI without losing trust with their customers, and for anyone trying to figure out where AI fits into their workflow without overcomplicating things!Where to find Craig:LinkedIn.com/in/cstossKodif.ioWe want to hear from you! Share your support stories and questions with us at [email protected]! To learn more about Buzzsprout visit Buzzsprout.com. Thanks for listening!

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related