Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conve...
Unlocking the Contact Centres Untapped Potential with Generative AI
In this insightful podcast episode, we delve into the transformative potential of generative AI in the contact center industry. The discussion explores how this cutting-edge technology can enable new mindsets and move beyond incremental improvements, fundamentally reshaping the way organizations approach customer service and support.At the heart of the conversation is the concept of "Customer Value Exchange" (CVX) - the idea of turning contact centers from traditional cost centers into strategic value centers that can provide invaluable insights to drive business growth. The guests explain how the Here AI platform leverages a unique blend of small and large language models, as well as fine-tuned models, to achieve reliability and cost-efficiency in analyzing customer interactions.By providing a detailed, data-driven understanding of conversations, the platform empowers managers to make informed, strategic decisions that directly impact the customer experience and the overall business. The guests emphasize the importance of intuitive user interfaces, allowing managers to interact with the platform using natural language queries and extract meaningful insights with ease.The discussion also explores the technical architecture of the Here AI solution and how it seamlessly integrates with existing contact center infrastructure, ensuring a smooth transition without disrupting core operations. This level of flexibility and adaptability is crucial as the industry navigates the future trends, including the increasing hybridization of human and AI agents, and the growing complexity in managing these hybrid contact center environments.Importantly, the guests highlight the potential for the Here AI platform to continue providing value as the contact center industry evolves, even as AI automation takes on more lower-level tasks. By focusing on the "Customer Value Exchange" and empowering managers with data-driven insights, the platform aims to elevate the strategic role of contact centers and unlock new avenues for business growth and customer satisfaction.Overall, this thought-provoking episode offers a glimpse into the transformative power of generative AI in the contact center industry, showcasing how innovative solutions like the Here AI platform can redefine the customer experience landscape and drive tangible business impact.In this episode - 00:00 Introduction to customer experience, business transformation, and AI 02:15 The role of digital assistants in customer experience 07:42 Evaluating the effectiveness of digital assistants 14:02 Understanding customer needs through digital interactions 19:50 The goal of creating seamless customer experiences 31:30 Assessing AI technology and education maturity 37:45 Prioritizing areas of focus for AI implementation 45:22 Integrating AI across multiple customer channels 51:10 Enabling natural conversations with AI assistants 1:01:55 Customizing AI assistant voices and personalities 1:07:25 Concluding thoughts on the future of AI in CX Hosted on Acast. See acast.com/privacy for more information.
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1:00:23
Navigating CX: Lean, AI, and Customer-Centric Transformation
Join us as we dive into the evolving landscape of customer experience with Alannah Martin, Value Owner at Ovo Energy. From applying Lean Six Sigma principles to tackling inefficiencies, to scaling conversational AI for real-world impact, we explore how technology and human-centric design drive innovation in service industries. Discover the secrets behind successful chatbots, operational alignment, and reducing cognitive load for both customers and employees. Whether you’re a CX enthusiast or an automation advocate, this episode is packed with actionable insights and forward-thinking strategies for the new age of customer engagement. Hosted on Acast. See acast.com/privacy for more information.
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1:04:18
Agentic AI and LLMs, what to expect in 2025
Mike Myer is the CEO and Co-Founder of Quiq, the generative AI conversational automation platform that's been making noise in recent months, with a flurry of genAI use cases in production with a whole host of enterprise brands. Mike joins me to discuss where we are with agentic AI adoption and trends he's observed in 2024 as well as forecasted trends and considerations for 2025. Hosted on Acast. See acast.com/privacy for more information.
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Bridging the Generative AI Gap: Governance, Quality, and Enterprise Adoption
Every big tech company is working on foundational generative AI models and promises that the future will be different. Yet…Large Enterprises have generative AI policies in place now that prohibit the usage of the technology. There is a gap in the middle on an opportunity emerging surrounding quality assurance and governance for generative AI applications that will enable the technology to meet its potential whilst satisfying the concerns of enterprise.The company that is uniquely positioned to take advantage of this is Cyara. So I sat down with CEO Rishi Rana to discuss this and much more.Make sure to visit Cyara Hosted on Acast. See acast.com/privacy for more information.
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50:37
Let's RAG and roll: the role of content in LLM applications
Generative AI is often marketed as a magical tool—just upload your data and let the model do the heavy lifting. But the reality is far from simple. Retrieval-Augmented Generation (RAG) doesn’t work without thoughtful preparation, clear strategy, and, most importantly, quality content.In this episode, we dive deep into the critical role content plays in the success of AI systems like RAG. Join us as we speak with seasoned content strategists and AI industry experts who have been on the frontlines of managing and optimizing knowledge bases for AI use cases. We’ll explore why the future of AI isn’t about replacing writers—it’s about empowering content designers, technical writers, and knowledge architects to create structured, optimized, and actionable information that AI can truly work with.If you’ve ever wondered why your AI project underdelivered or how to transform legacy content into a powerful AI resource, this episode is for you. Hosted on Acast. See acast.com/privacy for more information.
Interviews with the best brains in AI, sharing how to improve customer experience and business operations using emerging AI technologies such as voice AI, conversational AI, NLP, Large Language Models (LLMs), generative AI and more.We educate business leaders and teams on why and how AI technologies are revolutionising the way consumers engage with businesses and the internet, why that matters and how to implement it properly.“One of the most consistently insightful and deeply respected podcasts in the industry”Bradley Metrock, Score Publishing Hosted on Acast. See acast.com/privacy for more information.
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