In this episode, I sat down with the brilliant Mat Patterson—customer service expert and host of The Supportive Podcast. We dove deep into how AI is shaking things up in the world of customer support, but more importantly, we focused on the irreplaceable value of human interaction in that space. If you're curious about where customer support is heading, this conversation is for you.

AI in Customer Support: Tool or Replacement?

Mat and I had a fascinating chat about AI’s role in customer support. Sure, AI is amazing at automating repetitive tasks—something that can save time and resources—but Mat hit the nail on the head when he said, "AI is great for finding answers, but customer service goes beyond that—it's also about interpreting answers within context and building relationships."

We both agreed that while AI can streamline processes, it can’t replace the human touch that builds genuine trust with customers. Empathy, connection, and the ability to solve complex problems still need a person behind them.

The Human Factor is Here to Stay

One of the biggest points we touched on was how important it is to keep the "human" in customer service. While AI can help with basic queries, when customers have more complex issues, or when they're frustrated, they want to feel heard by a real person. And that’s where we come in.

Mat said it perfectly: “There are just so many things that AI won’t be able to do—like interpreting the nuances of a problem or building rapport with a customer. That’s why human agents aren’t going anywhere.” And I couldn't agree more.

The Future of Support Teams

What does this all mean for support teams? It’s time to rethink how we use our time. As AI takes on the more transactional tasks, human support agents will be freed up to handle the higher-value work—problem-solving, creative solutions, and building meaningful connections with customers.

Mat painted a really exciting picture of the future, sharing how AI can allow support teams to thrive: "We’re in a transition phase. Soon, AI will allow support teams to focus more on creative problem-solving and less on mundane tasks."

How to Take Action:

1. Start with AI—Wisely:
If you’re thinking about implementing AI in your support processes, start small. Automate the simple, repetitive tasks, and let your team focus on more complex, rewarding work.

2. Double Down on Soft Skills:
With AI handling routine inquiries, your team needs to hone their emotional intelligence, problem-solving, and critical thinking skills—because these are the things AI can’t do.

3. Reflect on Your Processes:
Now’s the time to evaluate your team’s workload. What’s slowing them down? Where can AI be useful? Are they spending enough time connecting with customers?

Want More?

I had such a great time chatting with Mat, and there’s so much more where that came from. Make sure to download this episode and subscribe to Epochal Growth to stay up to date on the latest in customer service trends, especially as AI continues to evolve.

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Quick Quote Recap:

• "AI can assist, but it can’t replace the value of a human connection in customer service." – Mat Patterson

• "This is your time to grow as a support professional—use AI to your advantage, not as a replacement." – Me 😊

We’re living in such a unique time where technology is advancing rapidly, but the need for human connection is stronger than ever. This episode will give you a clear idea of how to balance both. Hit play, and let’s keep growing together!