Elise Kephart, founder of The Elise Kephart Experience, a leading training company in the automotive industry. Elise Kephart or maybe you know her as "The YouTube Diva" is a five-time guest on the show and master of BDC lead follow up.
In today’s episode we discuss the buzz around artificial intelligence and its potential impact on the job market. Elise believes that AI should be seen as an enhancement rather than a replacement for human labor. She notes that while machines can perform certain tasks faster and more efficiently, they will never be able to replace the personal touch and emotional intelligence of a human being, particularly in sales transactions. Elise also points out that people should be aware of the importance of providing value to customers and being motivated in their work, as customers will be able to sense when a salesperson or BDC rep is not genuinely interested in helping them.
In today's digital age, technology has transformed the way we analyze data and make decisions. In the past, teams of people were required to analyze data and make decisions, but now with the advancements in technology, it's possible for a computer to ingest all of the data and make decisions in a matter of seconds. But the power of technology doesn't stop there. In the world of customer service, technology can also be used to enhance and streamline conversations between customers and agents.
By using pre-written responses, agents can engage customers in a more natural way, without the customer realizing that the responses are pre-written. This can save time and reduce the busy work that agents often have to do. However, it's important to note that technology should not be used to replace the need for human agents. Instead, it should be used to enhance their skills and make them more efficient at solving problems.
As we've seen with some AI and chatbot systems, there are still kinks to work out in order for the conversations to feel more natural. At the end of the day, technology can be a superpower when used correctly. It can eliminate the grind of the job, and allow agents to focus on what they do best: solving problems. With the help of technology, it's possible to become the best, most skilled, trained, and exercised agent there is.
Overall, Elise emphasizes the need to strike a balance between utilizing AI for its benefits while also valuing the contributions of human employees. It's important to embrace technology as a tool to enhance and streamline customer service, but not at the cost of losing the personal touch and emotional intelligence of human agents.
Listen to the full episode for insights and context from Elise Kephart!
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