AI가 고객 서비스 혁명에 미치는 영향

고객 서비스를 혁신할 수 있는 AI의 잠재력은 다른 단점에도 불구하고 전 세계에 큰 영향을 미칠 수 있습니다.

### AI 혁명: 고객 서비스 혁신과 그 이후
* 🤖 AI를 둘러싼 과대 광고에도 불구하고 가장 중요한 영향은 **전통적으로 열악한 경험**으로 알려진 **고객 서비스를 개선**하는 데 있을 수 있습니다.
* 📞 많은 소비자가 엑스피니티나 유나이티드 항공과 같은 기업의 지원팀에 문의하는 것을 두려워하는데, 이는 종종 **'유별나게 나쁜' 상호작용**으로 이어지기 때문에 이 분야에서 **AI 구현이 유망한 솔루션**이 될 수 있습니다.
* 💼 기업들이 고용 안정에 대한 우려와 출시 실패로 인한 대중의 반발을 헤쳐 나가면서 **고객 서비스에 AI를 도입하는 것은 조용하지만 이미 일어나고 있습니다.**
* 👨 개발자들은 **Co-Pilot과 같은 도구**를 통해 생산성을 크게 향상시키고, 일반 소비자에게는 당장 눈에 띄지 않더라도 **산업을 변화시킬 수 있는 AI의 잠재력**을 보여주는 등 달라진 현실을 경험하고 있습니다.
* 🔍 또한 AI는 정보 접근에 혁신을 일으키고 있으며, 특히 **젊은 사용자들이 끝없는 질문에 답하기 위해 AI를 활용**하면서 실질적인 이점을 입증하고 있습니다.
* 📈 AI의 현재 역량에 부담을 느끼는 사람도 있겠지만, **고객 지원 및 개발자 생산성과 같은 분야에 점진적으로 통합**되면서 경제를 재편하고 있다는 사실을 인식하는 것이 중요합니다.
* ⏳ 스마트폰과 같은 혁신적인 기술이 정상화되기까지 시간이 걸렸다는 역사적 맥락은 **AI의 잠재력이 아직 충분히 발휘되지 않았을 수 있음을 시사**합니다.
* 🚀 AI 애플리케이션을 탐구하는 혁신적인 창업자들에게 지속적으로 자금을 지원함에 따라 **더 많은 획기적인 사용 사례**가 등장하여 궁극적으로 세상을 근본적으로 변화시킬 것으로 기대할 수 있습니다.

hypothetically, if AI is a bust in a bunch of different ways, but it works extremely well fixing customer service, that's still massive. Going to change our world. Massive [Music] impact. Hello, this is Dalton plus Michael, and today we're going to talk about why isn't AI knocking our socks off. Where's the AI Revolution? Where's I was told this is a revolutionary product, and I saw that Google thing, and Google's demo was bad, and where is my Surplus economy? Like, aren't we supposed to be in Star Trek World by now? Why do I have to still work? Like, what's going on? D, yeah, one funny thing about hype Cycles is there's always going to be two sides of the debate, which is this thing is overhyped, and this thing is underhyped. Yes, you don't get many clicks arguing this is exactly the right amount of hype, subtly perfectly hyped. Yeah, this is perfect. So you always have like two sides of it. I think one of the AI is overhyped.

arguments is just the demos may be cool when you see the vid, the launch videos, but the products themselves are kind of crappy and not being deployed in production. They're not being deployed in ways that touch lots of consumers. I try to say a different way. I don't pick up my phone and use an AI product multiple times a day in the same way that, like, other products I've adopted. Yeah, the perfect example, Google, right? It's just like Google search happened, and I found myself using it without prompt. Yep, I haven't had that moment yet. I guess the argument that I would make on this is that the low-hanging fruit use cases are going to be fixed first, and those are not likely to be the use cases that are the knock-your-socks-off consumer, Oh my God, I'm living in the futuristic dream world. Um, I think the one I would talk about first that I think is happening already is the following. Have you ever tried to talk to Xfinity, cast, or Verizon Wireless, or

United Airlines. United Airlines, yes. Um, those experiences are uniquely bad, yes, and known to be bad, and are, you know, just bad. Always just bad. It's just bad, and you go into them knowing it's going to be bad, and then somehow this, this is impressively bad. And it seems like one of the first use cases that AI is being implemented is to improve customer support in various ways. Yes, we are already seeing a lot of this being deployed in real use cases, and what it's competing with is something that is so bad. Yeah, yeah, um, AI makes it better. I think the other reason we're not hearing about this maybe as much as you would think is if you're actually deploying AI to these use cases. There's a few reasons you wouldn't want to beat your chest and be proud of it and talk about it. A few of which are just like, you know, people jobs. People are worried about their jobs. Also, you don't want to get embarrassed like Google did of all this bad press. They put something out, and they got embarrassed because the

chatbot did embarrassing things, and so I think there's a lot of secret customer service AI things that are out there doing real stuff. Well, another thing with customer service is for most consumers, it's not a day-to-day thing. That's right, like hopefully you're not calling customer service every day, so you don't see it like you see other consumer products. And so I think it's already being deployed. I think there'll be more of it deployed. I think it's going to revolutionize, be good, it's going to revolutionize things. And these are not small industries. Sometimes I'll talk to people like, Oh yeah, customer service, cool, what else? And I'll be like, Wait, hold on, yeah, this is a really part of the GDP of the world, is people that do customer service or try to interact in these service-level jobs. So this alone, yes, hypothetically, if AI is a bust in a bunch of different ways, but it works extremely well fixing customer service, that's still probably going to change our world, massive impact. That's a great example, obviously, um, if

you're a developer. I would argue that you're having a different experience than the experience I described. Um, between using AI products to help you code, using something like Co-Pilot. Yeah, everyone uses Co-Pilot, right? Like, the numbers that I've heard are crazy. What percentage of programmers use Co-Pilot? And it's actually interesting to me because, unlike Google, where I would say that I saw developers and non-developers kind of equally have overwhelming usage, there's actually a very clear divide where it's like developers can use something like ChatGBT way more often and generate way more value with it than normal consumers can. Y. And so, this is another area where, of course, making developers more productive would have profound impact. Yeah, on the world. It won't knock your socks off if you're a consumer out there. You'll be like, Okay, you're boring me, Dalon and Michael. I don't care. But if you're a programmer and you now have this new tool you didn't have in the past, you're using every single day to do your job, that is

a profound improvement, big big big deal. And then, I mean, obviously, you know, internet research, right? Like just the finding information. And this is one where I've seen it with my kid. Like, I realize, you know, as a grizzled 41-year-old, I'm just like not actively seeking out information at the same rate that my six-year-old child is. You know, you have a young child, like you know, just like they can ask a question about everything once every 10 seconds for their whole waking time. And products like this that can just answer every single question like the best encyclopedia and dictionary that ever existed. That's useful to a six-year-old. Again, we have that. So, I think people are already being desensitized. Like, yeah, yeah, yeah, whatever, cool, like I get it. But when is it going to be really good? It's like, hey, this is already pretty useful. Yes, pretty, pretty good. What's interesting is you see those use cases, and you still, though, have to acknowledge people have this feeling, and specifically, I think the

feeling that they have. I've tried to unpack this in my own mind. I originally thought of it as smartphones, right? I originally thought of like, Oh my God, my life changed with smartphones. But when I thought about it harder, it's actually gig economy. I actually believe that between sharing economy and gig economy, those are the two things that's happening. Yeah. Define gig economy for. Yeah, gig economy is your DoorDashes of the world, so food delivery, your Ubers of the world, car-sharing economy. That's like Uber, basically the ability to touch something on a screen and something happens in the real world. Yeah, that's a good way to put it, like push a button, things happen, people show up. Yes, that's kind of that didn't exist before smartphones. No, and like that is a super, like that is mind-blowing. Like, yeah, and we don't see things like that yet with AI, but to your point, like that doesn't mean, yeah, the world's not rearranging because of AI. Like, it could just be, it's a thought experiment that it just does.

developer productivity. It just does customer support like all the things we just talked about, and that alone will have a profound impact on the world forever. Massive, massive. And I'm not saying that will happen. I'm saying there probably will be more wacky stuff that happens, but it's already changing things. It just doesn't slap you in the face as some people might expect. And it's interesting because I think there's such revisionist history that even myself, right? Like thinking, Oh, smartphones was this moment. I remember when the first Apple phone came out. I didn't buy it. It wasn't this amazing. There was no app store. There was no 3G. Yeah, I didn't buy the first iPhone. No, it was kind of bad. And so the idea that there are these moments in time, I think I've even been guilty of like, Yeah, when you're summarizing history, it's easy to be like pre-iPhone, post-iPhone. In reality, I don't even know if it was the iPhone I was experiencing. I

feel like it was the gig economy I was experiencing. It was the first time I took an Uber, and I can finally get a taxi in San Francisco. And to talk about Uber as an example in DoorDash, it took a really long time for that to grow across the US and the world, and for it to be normalized where most people had downloaded and used those apps. That took years. And where do you want to start the start line? Do you want to start the start line with car phones, or do you just want to start it with like Palm Trio, like, or Blackberry first G smartphones, or do you want to start it with first iPhone? Like, it took a long, long, it wasn't overnight everything changed, no, right? No. So we can see some cool things now, probably more cool things to come, but yeah, like I would argue, like, I agree with this sentiment. I'm not, like, I'm not Shell Shocked yet. Yeah, I'm not either. I guess I haven't tried to talk to Comcast in a while. No, I

but like I'm hoping it's better. I've removed Comcast in my life; that was my solution. But I think those are the places it's going to show up, is things that are like unseen, yes, behind the scenes, and that are like already really bad. And I think that this is an important point to leave with. You know, that's why we're excited to fund Founders who are messing around with these new tools, because these Innovations don't happen in a second. And oftentimes, someone creates a base Innovation, and more Founders, entrepreneurs have to do the rest of the work. Yep. And so many of the use cases haven't been invented yet. We got to fund a lot of them to see what should change. You know, that's what's kind of fun about our jobs. So with that, great chat. Do all right, thanks [Music].

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AI가 고객 서비스에 미치는 영향

AI는 일부 영역에서 압도적이지 않을 수 있지만, 고객 서비스를 개선하는 데 있어 AI의 성공은 중요하고 혁신적입니다.

AI의 과대 광고에 대한 논쟁은 종종 AI의 영향력에 대한 상반된 의견으로 이어집니다.

AI의 활용도가 낮은 사용 사례를 먼저 다루고 있기 때문에 기대만큼의 혁신적인 소비자 경험을 제공하지 못할 수도 있습니다.

유나이티드 항공은 고객 서비스 경험이 지속적으로 좋지 않은 것으로 유명합니다.

고객 지원을 개선하기 위해 AI를 도입하고 있지만, 실직에 대한 우려와 실패로 인한 곤란한 상황에 대한 우려로 인해 AI 도입은 종종 은밀하게 이루어지고 있습니다.

고객 서비스 산업은 전 세계 GDP의 상당 부분을 차지하고 있으며, 이 분야에서 AI의 성공은 전 세계에 막대한 영향을 미칠 수 있습니다.

AI가 개발자와 정보 검색에 미치는 영향

Co-Pilot과 같은 AI 제품은 프로그래머가 널리 사용하므로 개발자와 비개발자 사이에 명확한 사용 구분이 존재합니다.

이러한 도구는 개발자의 생산성을 높여 업무에 큰 영향을 미치는 것을 목표로 합니다.

또한, 질문에 빠르게 답하는 AI의 능력은 특히 어린 아이들에게 유용하며, 사용자가 그 유용성에 둔감해질 수 있는 잠재력을 강조합니다.

스마트폰이 주도하는 긱 경제는 버튼 하나로 음식 배달이나 차량 공유와 같은 서비스를 변화시켰습니다.

AI 또한 세상을 재편하고 있으며, 그 영향이 즉각적이거나 분명하지는 않지만 잠재적으로 개발자 생산성과 고객 지원에 영향을 미치고 있습니다.

이 연사는 기술 혁신의 수정주의 역사를 되돌아보며 아이폰과 다른 혁신의 영향이 일반적으로 인식하는 것만큼 명확하지 않았을 수 있음을 인정합니다.

연사는 긱 경제에 대한 자신의 경험을 되돌아보며 Uber와 DoorDash와 같은 앱의 점진적인 성장과 정상화를 강조합니다.

중요한 변화는 시간이 걸리며 즉각적인 것이 아니라는 점을 강조합니다.

연사는 혁신을 위한 많은 사용 사례가 아직 발명되지 않았다는 점을 인식하면서 새로운 도구를 사용하는 창업자에게 자금을 지원하는 것에 대한 기대감을 표명합니다.