How AI Is Reshaping Customer Service Experiences

ABOUT THE EPISODE
Wharton Business Daily host Dan Loney talks with Christian Terwiesch, Wharton Professor of Operations, Information & Decisions, about how artificial intelligence is reshaping customer service. Terwiesch unpacks the cost-quality trade-off, showing where chatbots like ChatGPT lift efficiency yet still require a human-in-the-loop for complex cases. They examine AI’s multilingual, persuasive strengths, the challenge of scaling “customer delight,” and the emerging hybrid workflow of AI-augmented agents. Looking ahead, Terwiesch forecasts fuller automation within a decade as companies push for better service at lower cost while keeping pace with rising consumer expectations.

ABOUT THE PODCAST
The Wharton Business Daily podcast features interviews with top business leaders, innovators, and renowned Wharton faculty about the latest news, fascinating trends, and issues impacting both consumers and the business world. Episodes are recorded at the Wharton School.

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Watch/listen on the Knowledge at Wharton website: http://whr.tn/businessdaily

#AI #CustomerService #ArtificialIntelligence #AIAutomation #DigitalTransformation
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