How AI Is Reshaping Customer Service Experiences

ABOUT THE EPISODE Wharton Business Daily host Dan Loney talks with Christian Terwiesch, Wharton Professor of Operations, Information & Decisions, about how artificial intelligence is reshaping customer service. Terwiesch unpacks the cost-quality trade-off, showing where chatbots like ChatGPT lift efficiency yet still require a human-in-the-loop for complex cases. They examine AI’s multilingual, persuasive strengths, the challenge of scaling “customer delight,” and the emerging hybrid workflow of AI-augmented agents. Looking ahead, Terwiesch forecasts fuller automation within a decade as companies push for better service at lower cost while keeping pace with rising consumer expectations. ABOUT THE PODCAST The Wharton Business Daily podcast features interviews with top business leaders, innovators, and renowned Wharton faculty about the latest news, fascinating trends, and issues impacting both consumers and the business world. Episodes are recorded at the Wharton School. Subscribe on Apple Podcasts: https://whr.tn/3EdpB5X Subscribe on Spotify: https://whr.tn/4ihHaiT Watch/listen on the Knowledge at Wharton website: http://whr.tn/businessdaily #AI #CustomerService #ArtificialIntelligence #AIAutomation #DigitalTransformation ----- The Wharton School of the University of Pennsylvania is committed to sharing its intellectual capital through Knowledge at Wharton, the school’s online business analysis journal. Launched in 1999, Knowledge at Wharton offers free access to: Articles, podcasts, and videos highlighting Wharton faculty research and analysis of current business trends Interviews with book authors from Wharton School Press In-depth series of curated content like Wharton Executive Education’s Nano Tools for Leaders A searchable database of more than 10,000 articles covering all aspects of business A weekly newsletter that delivers Knowledge at Wharton insights directly to your inbox Visit the Knowledge at Wharton homepage: https://whr.tn/3qUpSBE Subscribe to the Knowledge at Wharton YouTube channel: https://whr.tn/3DEAgAU