Mukul Garg, an entrepreneur and engineering enthusiast, boasts a career spanning over 16 years, marked by a diverse array of accomplishments. He’s been invited to judge Stanford hackathons, the Alameda County Science and Engineering Fair, the Stevie® Awards for Sales & Customer Service, joined the Forbes Tech Council, and even written a feature for the publication. Mukul currently serves as the Head of Support Engineering for PubNub, orchestrating innovative solutions by amalgamating his technical expertise with a staunch dedication to customer satisfaction. He’s a forward-thinking technical leader looking to teach others how to harness the power of AI for the benefit of customers and the support staff who serve them.

Today, Mukul Garg has been generous enough to answer some questions to teach us more about how he’s using AI to raise industry standards in customer support.

Q: To start with, why don’t you explain what inspires you in your day-to-day? You’ve taken on a very high-tech project that requires not only learning a whole new frontier of software but, in many ways, creating it.

A: Throughout my career, I've witnessed a significant disparity between the technical capabilities of products and the actual experience customers receive. This realization sparked a desire to infuse empathy and understanding into the realm of customer support, leveraging AI as a tool to enhance rather than replace human interaction. By harnessing the power of technology, we can streamline processes, anticipate customer needs, and ultimately deliver a more personalized and empathetic experience that truly resonates with users.

Q: Can you share a specific example of how you've utilized AI to enhance customer support and experiences?

A: In my role, I've spearheaded initiatives aimed at integrating AI-driven solutions into our customer support systems with remarkable results. By automating routine inquiries and tasks, we've been able to free up our support team to focus on more complex issues, resulting in faster response times and higher overall customer satisfaction levels.

Q: That feels like one great data point, but there’s a lot more happening on a much larger scale. What can you say about how AI might affect the future of sales and the customer experience?

A: The potential impact of AI on the future of customer support is immense, extending far beyond simple automation to encompass a fundamental shift in the way organizations interact with their customers. From predictive support and proactive issue resolution to hyper-personalized recommendations, the possibilities are endless.

Q: What role do you see AI playing in setting new industry standards for customer support and go-to-market strategies?

A: AI has the potential to redefine industry standards for customer support by raising the bar for efficiency, effectiveness, and personalization. Organizations that leverage AI-driven solutions are able to deliver faster response times, higher accuracy rates, and more personalized interactions than ever before, setting a new benchmark for what constitutes excellent customer support.

Q: What advice would you offer to organizations looking to leverage AI to enhance their customer support strategies?

A: Over 16 years leading customer-focused teams, I've learned that building strong, capable teams is key to success. This requires fostering collaboration between diverse skill sets like customer success, engineering, and sales while ensuring everyone works towards a shared vision. My advice? Focus on building trust, invest in your team's growth, and celebrate their achievements. Together, you can achieve remarkable things.

Mukul Garg's insights into the integration of AI and engineering in customer support highlight evolving strategies for efficiency and personalization. His experiences provide valuable perspectives for organizations adapting to meet evolving user needs with innovative solutions.