“AI might have given me the answer faster, but what would that efficiency have cost me? … the conversation with the other human is what's valuable.”
♫
Said on The Best Practices Show with Kirk Behrendt
“You land up burning more in tokens, depending on the model you are using, than it would cost you for a human to empathize with the customer, close the conversation to mutual satisfaction, and move on”
Anshuman Singh · Punk CX: Customer Experience Insights with Adrian Swinscoe · AI, architecture, and human judgment in CX - Interview with Anshuman Singh of HGS Europe
Play from 14:58
14:58
Audio streams from the publisher’s own feed. Verbatim does not host or copy it.
What was described
compared token costs of generative AI for emotionally charged, complex conversations to the cost of a human agent handling the same interaction
Said nearby on the same subject
“…millions of interacting objects with a complex physics engine… the world becomes much more complex because it includes the complexity of all of those other agents”
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Said on Training Data
“Measure the return… might be cost savings, might be revenue growth, divided by both the labor cost and the token cost associated with that project.”
MK
Matt Kropp
The So What from BCG ·
“Freight is charging 50% fuel surcharge. So if it used to cost $500 to send a pallet from Texas to California, now it costs $750”
♫
Said on Road 2 Retail
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