Your best customer service playbook probably already exists.

The problem is that most companies can't use it consistently.

In almost every customer service team, some agents consistently outperform everyone else. They solve more problems, create happier customers and handle difficult situations with remarkable confidence. Most of the time, it's not because they know something nobody else does. They've simply learned how to communicate, how to explain complex topics, how to deal with objections and how to build trust. Thousands of customer conversations have shaped the way they work.

The challenge is that this experience stays with them. New colleagues need months or even years to develop the same skills, while experienced agents answer the same internal questions over and over again. The organisation already has the knowledge—it just isn't accessible when and where it's needed.

That's why I believe AI has such a huge opportunity. Not because it replaces experienced people, but because it can make their way of working transparent. Suddenly, every employee can benefit from the experience of the best ones. Not just by getting the right answer, but by understanding how to communicate it, how to overcome objections and how to guide a customer through a conversation.

To me, that's one of the most exciting applications of AI. Not replacing experience.

Making it available to everyone.

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