Every year, like clockwork, I get a calendar reminder: “Call SiriusXM to negotiate your subscription.”
And every year, like clockwork, I ignore it.
Why? Because that call is usually the highlight reel of everything customers hate about support interactions. Long hold times. Repetitive questions. Agents reading from scripts that sound like legal disclaimers written by robots. And just to keep things interesting, the occasional language barrier that makes the whole process feel like a game of telephone gone wrong.
Don’t get me wrong, I always get the deal I want. I’ve been with SiriusXM since the early 2000s, and they reliably offer me a great rate every year if I ask. But the process? Frustrating at best. Time-wasting at worst. A 60-minute slog to save a few bucks.
This year, though, I tried something different. I used the online chat feature.
And that’s when things got interesting.
Meet Harmony, the AI Assistant That Gets Things Done
When I opened the chat window on the SiriusXM website, I was greeted with this line: “Hi, I’m Harmony, the SiriusXM AI-powered Virtual Assistant.”
Instead of the usual mental prep for an hour long battle of wills, I thought, “Alright, Harmony, show me what you’ve got.”
I typed: “I see my rate is going up at the beginning of the next billing cycle. Unless I can keep my existing rate, I would like to cancel. Can you make this happen?”
In seconds, Harmony replied with a much better deal.
Not bad, but not quite what I wanted. So I typed back: “Thanks, but I want you to match my current rate.”
Harmony responded with an offer of exactly what I was hoping for. I agreed and the full agreement popped up in the chat. I said yes. Done.
Total time? Four minutes.
No Elevator Music, No Scripts, No Stress
Let’s pause for a second and really appreciate what just happened. I avoided:
- The hold music that could double as a sleep aid
- The awkward back-and-forth with a live agent
- The drawn-out verbal confirmations and legalese
Instead, I had a fast, clear, and successful interaction with a virtual assistant. And when the post-chat survey appeared, I clicked five stars without hesitation. Why? Because I was genuinely impressed. I got what I needed faster than ever before, and I didn’t feel like I had to jump through hoops to get it. It actually made me happy to be a SiriusXM subscriber.
What Business Owners Can Learn from Harmony
Many business owners I speak with voice the same concern: “I’m afraid AI might hurt the customer experience.”
The truth is that when AI is implemented thoughtfully, it dramatically improves the customer experience.
The SiriusXM example is simple, but powerful. Harmony was:
- Fast
- Accurate
- Available immediately
- Polite and to the point
No ego, no upsell scripts, no miscommunication. Just effective service.
For small and mid-sized businesses, this isn’t about replacing people. It’s about removing friction. It’s about letting technology handle the predictable stuff so your team can focus on the interactions that do need a human touch.
Your customers don’t want to wait. They don’t want to explain their issue twice. And they definitely don’t want to feel like they’re in a negotiation every time they reach out.
AI gives you a way to deliver instant, personalized service without the overhead of live staff 24/7.
Final Thought
If a satellite radio company can make me actually enjoy renewing my subscription, what could AI do for your customer service?
Don’t be afraid of the technology. Be afraid of not keeping up with your customers’ expectations.
Because here’s the kicker: people are starting to prefer AI assistants, not because they’re high-tech, but because they’re better at getting the job done.
Ready to explore how AI can improve your customer experience without complicating your business? Let’s talk about practical automation that works.
No pitch. No pressure.
Just a real conversation about what automation could do for your business.
