How AI Is Reshaping Customer Service Experiences
Episode Description
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.
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Brief Summary
Christian Terwiesch discusses AI's role in improving customer service and the need for human involvement in the process.
Key points
- The Challenge of Customer Service. Christian Terwiesch highlights the difficulties in customer service and the role of AI.
- Human Touch in AI Customer Service. The necessity of a human component in customer service despite AI advancements.
- AI's Persuasiveness. AI's ability to communicate empathetically may surpass human interaction.
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Episode highlights
- The Challenge of Customer ServiceChristian Terwiesch highlights the difficulties in customer service and the role of AI.“It's pretty damn hard because it's a very tedious, labor-intensive piece of work.”1:17Jun 25, 2025
- Human Touch in AI Customer ServiceThe necessity of a human component in customer service despite AI advancements.“We need a human in the loop, and that is when it gets expensive.”4:04Jun 25, 2025
- AI's PersuasivenessAI's ability to communicate empathetically may surpass human interaction.“AI is really sweet and persuasive, and I think that makes a difference.”6:26Jun 25, 2025
