Episode 35: Customer Service Has Been the AI Future for 20 Years… Now What?
Customers got used to good service during COVID. Then organizations pulled back investment. Satisfaction cratered — not because the bar was lowered, but because people had already adjusted upward. That cycle is where this conversation starts.
ContentGuru Deputy CEO Martin Taylor has been automating contact centers for over 30 years. He's watched AI go from dial trees to agentic models, seen Klarna fire its support staff and rehire them, and he has a view on what actually produces ROI and what's still mostly noise. His framing: 97.6% of contact center spend is labor. If 58% of that gets…
The skinny
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