The AI in Business Podcast
Transforming the Enterprise-Level Customer Experience with AI - with Jason Aubee of TechSee
Fri May 10 2024Description
This episode explores the value of moving away from audio-exclusive communication in call centers and service environments. It discusses the limitations of audio-only communication, the benefits of visual information, and the future of conversational AI. The use of episodic memory and machine learning for deeper insights is also examined, along with the impact of AI on relationships and culture. The potential of AI in customer service is highlighted, including its ability to provide human-like interactions and solve complex problems.
Insights
Visuals Unlock Value in Call Centers
Moving away from audio-exclusive communication can unlock value in call centers and service environments. Visuals enable smarter conversations and personalized insights for customers.
Episodic Memory Provides Deeper Insights
Episodic memory allows for personalized and esoteric insights. Call centers can be profit centers by leveraging technology and aggregating data.
AI Transforms Relationships and Culture
AI is changing relationships between firms and industries. Shared information and personalized interactions are becoming the norm.
Chapters
- Unlocking Value in Call Centers
- The Limitations of Audio-Only Communication
- Expanding Modalities for Better Customer Conversations
- Improving Customer Service with Visuals
- The Future of Conversational AI
- Harnessing Episodic Memory for Insights
- Managing Data and Memory in Customer Service
- AI's Impact on Relationships and Culture
- The Potential of AI in Customer Service
Unlocking Value in Call Centers
00:15 - 02:13
- TechSee develops visually driven solutions for customer experience workflows
- Moving away from audio-exclusive communication can unlock value in call centers and service environments
- Call centers are now seen as profit centers, changing the way firms engage with customers
The Limitations of Audio-Only Communication
02:13 - 04:18
- Call centers have been primarily audio-based for over a century
- Audio-only communication limits the collection of information and understanding of customer issues
- Visual information can provide a more comprehensive and efficient customer experience
Expanding Modalities for Better Customer Conversations
04:18 - 05:32
- Omni-channel strategies still limit the collection of information
- Increasing modalities, such as visuals, can provide more information concurrently
- Visuals can widen the frame of conversation and lead to quicker problem resolution
Improving Customer Service with Visuals
05:32 - 08:57
- Visuals allow for a wider flow of information through customer service operations
- Visuals enable smarter conversations and personalized insights for customers
- Episodic memory and machine learning can provide deeper insights and improve service quality
The Future of Conversational AI
08:57 - 11:25
- Conversational AI is moving away from scripted workflows
- Integrating large language models and visuals can create dynamic and human-like interactions
- Brands can gain deeper insights and provide better service through smarter conversations
Harnessing Episodic Memory for Insights
11:25 - 14:35
- Episodic memory allows for personalized and esoteric insights
- Call centers can be profit centers by leveraging technology and aggregating data
- The possibilities of episodic memory and insights are limitless
Managing Data and Memory in Customer Service
14:35 - 17:56
- Cognitive engines use semantic and episodic memory to recall information
- Episodic memory provides deeper insights based on previous interactions
- Machine learning constantly improves the system's responses and knowledge
AI's Impact on Relationships and Culture
17:56 - 20:57
- AI is changing relationships between firms and industries
- Shared information and personalized interactions are becoming the norm
- AI enables brands to deliver human-like service anytime, anywhere
The Potential of AI in Customer Service
20:57 - 21:41
- AI can solve complex problems, allowing human agents to focus on higher-level tasks
- AI-driven conversations can provide a level of service that feels human
- Brands aim to become the go-to solution for customers' needs