Let’s Laugh About It The AI & CX Connection: Smart Tech, Real Talk, and a Few Giggles with Alice Shabazian | Let's Laugh About It
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Aug 21, 2025 Alice Shabazian, a customer experience supervisor at Wool& and Wool& Prince, shares her journey from barista to CX leader. She emphasizes the importance of systems thinking and customer engagement in e-commerce. The conversation dives into leveraging AI, like Gorgias and ChatGPT, to streamline operations and enhance efficiency. They also discuss the delicate balance between AI and human interaction, advocating for personalized communication to improve customer relationships. Alice's insights on training AI and the future of customer service are both thought-provoking and entertaining.
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Automate Repetitive CX Tasks
- Use helpdesk macros and webhooks to automate repetitive CX tasks like gift card creation and logging.
- Free up agents for higher-value work by removing manual data entry with automations.
Self-Teach Tools To Boost Efficiency
- Learn tools yourself and use online resources like Google and ChatGPT to automate and optimize operations.
- Teach yourself Excel, exports, and simple automations to reduce tedious ticket work.
Leadership Shapes Company AI Adoption
- Alice's company actively encourages AI adoption across teams and names their AI agent 'Eunice.'
- Leadership framing (tech summit) accelerated AI use across departments.