Using AI at Work: AI in the Workplace & Generative AI for Business Leaders
On "Using AI at Work", your host Chris Daigle and his expert guests help business leaders, executives, and teams who want to turn artificial intelligence into a real competitive advantage. Each episode shares real-world AI applications and AI transformation stories from companies successfully using AI in the workplace to improve productivity, decision-making, and operations.
You’ll hear from Chief AI Officers, innovators, and forward-thinking executives who are putting generative AI at work, from AI productivity tools and AI-powered workflows to non-technical AI training and workplace AI adoption strategies.
We cover:
- AI for business leaders – how executives use AI to lead change and drive ROI
- Generative AI tools – practical, easy-to-implement solutions for teams
- AI automation in business – streamline operations without massive tech budgets
- Executive AI education – upskilling leaders and managers for the AI era
- Real-world AI case studies – lessons learned from successful AI implementation
- AI in operations management – optimizing processes and reducing costs
- Ethical AI in business – navigating responsible and effective AI use
Whether you’re exploring AI adoption, leading AI-powered transformation, or looking for AI implementation guides, this podcast delivers a clear, non-technical roadmap to succeed in the AI-driven economy.
New episodes weekly.
Start learning how to put AI to work in your business today.
Using AI at Work: AI in the Workplace & Generative AI for Business Leaders
97: Using AI for Customer Support: Voice AI vs Humans in Customer Service Strategy with Nathan Strum
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Most leaders assume AI in customer service means replacing people, but the data tells a more complicated story.
In this episode Chris talks with Nathan Strum, CEO of Abby Connect, about what actually works when deploying voice AI in real business environments. Drawing on two decades of customer service experience, Nathan explains why AI excels at structured workflows like scheduling, but still struggles with unpredictable edge cases where human judgment matters most. He also shares why many companies that experiment with full automation quietly return to human support, and how Abby is growing both its AI and human workforce at the same time.
The conversation goes deeper into practical implementation, including where AI is safe to deploy today, why outbound AI calling is a high-risk move, and how to design systems that combine speed, scalability, and trust. Nathan also outlines a leadership approach to AI adoption that focuses on reducing friction across systems, reskilling employees, and using AI to enhance rather than replace human capability. This episode gives leaders a grounded, experience-based framework for deciding where AI belongs in their customer experience strategy.
Chapters:
00:00 Introduction
01:00 Where Voice AI Delivers Immediate Value
02:29 Introducing Abby’s AI + Human Strategy
04:21 The Limits of AI in Real Customer Interactions
06:52 Best Use Cases: AI Scheduling vs Human Sales Calls
08:30 Why AI Adoption Is Increasing Human Headcount
11:04 Lessons from Failed “AI-Only” Customer Service Experiments
15:23 Where AI Is Safe vs Risky in Phone Workflows
17:31 Why Transparency About AI Improves Customer Trust
23:06 The Future of Offshore, AI, and Voice Technology
27:29 AI as a System Redesign Tool, Not Just Cost Reduction
29:56 Managing Employee Fear During AI Adoption
32:57 Selling Outcomes Instead of AI Products
35:18 How to Evaluate AI Vendors in Customer Experience
🔎 Find Out More About Nathan Strum
Abby Connect Website
https://www.abbey.com
LinkedIn
https://www.linkedin.com/in/nathanstrum
https://www.linkedin.com/company/abby-connect/
Facebook https://www.facebook.com/abbyconnect/
Website: https://www.abby.com/
🛠 AI Tools and Resources Mentioned
OpenAI
https://openai.com
Anthropic
https://www.anthropic.com
Google Gemini
https://gemini.google.com
ElevenLabs
https://elevenlabs.io
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