Bots are calling your company--now what?

Consumers are using AI agents to call your company. These consumer bots are no longer science fiction—customers are already using consumer AI agents to call, negotiate bills, schedule appointments, and even cancel services on their behalf. In this episode, Brad Cleveland delves into the realities and challenges organizations face as bots become more frequent “customers.” Learn how to prepare your business for this major shift and ensure both your team and your customers’ interests are well protected. *Key Takeaways:* Why consumers are delegating calls to AI agents and what it means for service models Five crucial recommendations to prepare your organization for AI-initiated contacts The need to separate identity, authentication, authority, and scope in interactions The importance of using risk-based protocols and matching security levels to potential risks Role of employee training and a clear playbook for bot interactions Balancing legitimate customer representation with fraud prevention and compliance *You’ll learn:* Why customer service friction drives bot adoption What a robust customer access strategy should include in the AI era Where technology can help—and its limitations in detecting bots How to maintain brand values and customer security, no matter who or what calls in Stay ahead of the curve. Plan now for AI agent calls and safeguard the experience for every customer, human or not! --- Chapters 00:00 – The Rise of AI Agents Calling Companies 01:07 – Why Customers Use Bots 01:34 – Rethinking the Customer Access Strategy 03:08 – Separating Identity, Authentication, Authority, Scope 04:05 – Risk-Based Controls for Different Interactions 05:01 – Creating an Employee Playbook 05:29 – Training, Support, and the Human Side 06:10 – Preparing for the Future of Customer Contacts Brad Cleveland is a globally recognized expert in customer experience, leadership, and contact center strategy. He’s worked in over 60 countries with many of the world’s leading organizations—including Apple, American Express, USAA, and the U.S. government—helping them improve service, boost loyalty, and achieve measurable business results. A sought-after speaker, author, and consultant, Brad is also an instructor for LinkedIn Learning and the founding partner and former CEO of the International Customer Management Institute (ICMI). His work has been featured in major media outlets such as The Wall Street Journal, Fast Company, Forbes, and NPR. Website: https://www.bradcleveland.com Connect With Brad: LinkedIn:   / bradcleveland1   Twitter/X:   / bradcleveland   Facebook:   / bradclevelandcompany   Instagram:   / bradclevelandco   Weekly newsletter: https://www.bradcleveland.com/newsletter Subscribe and turn on notifications to stay On Fast Forward™ https://www.youtube.com/user/BradClev...