『Why AI Customer Service Keeps Failing and What It Might Be Costing Your Business』のカバーアート

Why AI Customer Service Keeps Failing and What It Might Be Costing Your Business

Why AI Customer Service Keeps Failing and What It Might Be Costing Your Business

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We're an AI company, but we won't sell you AI for customer service (yet). Here's why we're so bothered by it. Mav Founder + CEO Matthew Black and Head of Brand Hillary Black get into why the thing everyone is automating first for some reason, is also the thing that breaks most often, and potentially costs your business the most.Hillary is bothered. Three sets of chairs, a retailer with no phone number, and a bot that can talk all day without doing a single thing about it.On the table: the one company Matthew thinks actually gets this right, the two conditions that separate a support experience that works for customers, from one that wastes an hour of your life, the unit economics nobody considers before they switch off their phone lines, what happens when your agent starts talking directly to the store's agent, and a mall built entirely for AI.Chapters00:34 — Cold open: three sets of chairs and no phone number02:35 — Why some AI support is good and most of it isn't03:21 — Why Mav stayed out of customer service on purpose04:10 — Sales is a formula. Support is one-out-of-one.06:34 — 27 entry points vs. 3, and the unit economics nobody runs08:43 — Cheaper per conversation, more expensive per customer09:01 — The one that actually worked10:50 — The two conditions12:06 — Onboarding a rep with no access to inventory12:30 — Saying the right thing doesn't matter if it can't do the job14:30 — Muse, and what happens when agents talk to agents16:24 — Meta bought the agent forum18:13 — MoltMall20:01 — Everyone is doing the best they can22:19 — The fold phone detour23:52 — Go win somewhere easier first24:25 — The worst possible place to put AI in insurance26:16 — Reinvest the savings at the bottom of the funnel too27:37 — Why Chewy gets away with itHostsMatthew Black — Founder + CEO, Mav Hillary Black — Head of Brand and Conversation Design, Mav Links and ResourcesMeta's Muse — the personal agent launched September 8, described as OpenClaw for everyone OpenClaw — the open-source personal agent Muse is answeringMeta acquired Moltbook, the social network built for AI agents Model Context Protocol — the open standard behind agent-to-agent connection Stripe Support — the implementation Matthew holds up as the bar Chewy — Matthew's example of stellar customer serviceFollow the showManual Work is a Bug is Mav's podcast, now on video. Watch on YouTube and follow wherever you listen, so you don't wait another six years for the next episode. Mav helps insurance agencies grow their book with AI: hiremav.com.
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