Most businesses are using AI to talk to customers less, chatbots instead of a live answer, automated replies instead of a written one. Sana sits down with David Levine, customer experience strategist and author of Old School Service, New School Tools, who argues for the opposite use of the same technology.

David shares his non-traditional path from teaching to tech support to owning a candy store, why technology keeps changing while human nature doesn't, and practical ways to use AI on the back end so you can spend more time actually connecting with customers on the front end.

About the Guest:

David Levine is an entrepreneur, Amazon best-selling author, and customer experience strategist. He runs I Am Your Virtual Professional and is the author of Old School Service, New School Tools, a book on using AI to strengthen rather than replace human connection in business.

Key Takeaways:

• Use AI on the back end, data analysis, drafting, brainstorming, so it frees up your time for the front end: real human connection with customers
• If an AI bot answers your calls or chats, be upfront about it rather than pretending it's a person, customers can tell, and honesty builds more trust than the illusion
• Before using AI to write in your voice, train it first: upload 10 to 20 examples of your own past writing and have it review your website so it captures your actual tone
• Ask AI to grade its own output honestly, request the good, the bad, and the ugly, rather than accepting the first draft as final
• For SEO in the AI search era, keep a running list of the actual questions customers ask you, that list becomes the basis for content that gets found
• Consistent, timely follow-up beats a perfect follow-up, most people avoid it out of fear of rejection, not a lack of care

Connect With the Guest:

Website: https://iamyourvirtualprofessional.com

LinkedIn: https://www.linkedin.com/in/mrdavidjlevine/

Episode Chapters:

[00:00] What Most Businesses Get Wrong About AI and Customers

[01:03] Meet David Levine, Author of Old School Service, New School Tools

[02:13] From Teaching to Tech Support to Owning a Candy Store

[08:24] Technology Changes, Human Nature Does Not

[12:41] Why the People Who Learn to Harness AI Won't Be Replaced

[26:47] SEO Is Not Dead: Answering the Questions Customers Actually Ask

[29:53] The Fear Behind Follow-Up, and the Follow-Up Helper Tool

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