People Use AI
Customer Support

Standardizing service delivery across teams

AI reduces variation across teams, sites, tenure levels, and training quality, helping customer care organizations deliver more consistent support at scale.

Why the human is still essential here

AI improves consistency, but leaders still set the operating model, monitor quality, and decide where human escalation and oversight are required.

How people use this

Automated QA scorecards

AI evaluates every interaction against the same quality rubric so leaders can measure consistency across teams and locations instead of sampling a few calls.

NICE Enlighten

Cross-site coaching insights

AI identifies recurring performance gaps by team, tenure, or site and recommends targeted coaching to bring service levels into alignment.

Observe.AI

Best-practice playbook rollout

AI turns top agent behaviors into standardized prompts and guidance so every frontline team follows the same proven service approach.

Cresta

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My early skepticism about AI has changed.

What I’m seeing firsthand across global customer care operations and AI-enabled transformation is changing my view of what high-performing service delivery can look like.

After many years of building and leading domestic and global contact center operations, and advising enterprise clients on CX strategy, operating model transformation, service delivery, and AI-enabled solutions, I can say this with conviction:

My early skepticism about AI has changed.
-Not because of hype.
-Not because of a demo.
-Not because of a PowerPoint.

Because I have seen it firsthand across multiple countries, thousands of CX agents, and live operating environments where the pressure to improve customer experience, cost to serve, consistency, communication accuracy, and employee performance is very real. At first, I was not fully convinced.
Today, my perspective is very different. What I am seeing now is practical, measurable, and impactful.

Where AI is making a real difference:
1. Stronger frontline readiness: AI simulation and training tools are helping agents build confidence before they ever enter production.
2. Faster access to answers: Real-time support surfaces answers in seconds, reducing hold times and improving interaction quality.
3. Better live call execution: Real-time prompts and coaching are helping agents navigate calls more effectively and deliver stronger outcomes.
5. Greater operating consistency: AI is reducing variation across teams, sites, tenure levels, and training quality, one of the longest-standing challenges in customer care.

The overlooked value?
This is not just improving the customer experience. It is improving the employee experience too. When agents feel more prepared, informed, and supported, they perform better, and customers feel the difference. That is when AI stops being a concept and starts becoming a true operating advantage.

For leaders focused on transformation, operations, and customer care, this is where the conversation gets interesting.

Tomorrow I will be sharing actual results attained ..........stay tuned and follow me.

PD
Patrick DrimmerCOO | Global CX & Operations Executive
Mar 18, 2026