I sat down with Oren Nevo to explore a critical trend reshaping the e-commerce landscape: artificial intelligence in customer support.
This conversation captures Oren’s fascinating perspective on how AI technology is set to transform business operations and customer service delivery.
Table of Contents
AI & Customer Support
Here’s what Oren said to me:
“I think what’s interesting is how AI is going to affect this whole market of conversational e-commerce. There’s probably millions of customer support people handling simple questions in the Philippines, India, and Dominican Republic.”
Wow. I’ve never thought about it like that.
He continued:
“Wherever we implement OpenAI with our unique models and put some of our tech in it, I have to tell you: 40-50% of the time, it brings out a perfect answer. It’s still not good enough, and we believe in the human connection.”
That’s wild! And it’s only going to get better.
Oren agreed:
“Five years from now, I don’t think you’re going to need human support. I think there’s going to be so much turmoil in the entire BPO business and in the technologies that just provide a platform for support, especially support if you have a problem with your device.”
Looking Ahead
Oren’s perspective highlights a significant shift in customer service operations.
While current AI solutions achieve 40-50% accuracy in handling customer inquiries, rapid advancements suggest a future where AI could manage most standard support interactions.
This transformation will likely reshape the global BPO industry and redefine how businesses approach customer service delivery.
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