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08: Customer Experience or Operational Efficiency? Boost Both.

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Manage episode 387626091 series 3533896
Content provided by Team PolyAI. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Team PolyAI or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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This week, hosts Michelle Schroeder (SVP, Marketing) and Nikola Mrkšić (CEO, Co-Founder) of PolyAI talk about the crux of boosting both operational efficiency and customer experience. The hosts examine how the pitfalls of traditional interactive voice response (IVR) systems have shaped customer perceptions, and how a blend of AI and human interaction can improve the overall contact center experience. Also, hear some amazing use case stories shared at the first annual PolyAI VOX event: https://vox.poly.ai.
00:17 Recap of PolyVOX Event
00:55 Discussion on Efficiency vs Strategy in Customer Experience
01:17 The Challenges of Contact Center Leaders
02:01 The Impact of Operational Efficiency on Customer Experience
04:15 The Role of Innovation in Customer Experience
05:49 The Evolution of Key Performance Indicators (KPIs)
08:07 The Intersection of Operational Efficiency and Customer Experience
09:25 The Role of Different Stakeholders in the Buying Decision
14:23 The Future of Customer Experience with AI
16:56 The Role of AI in Bridging Operational Efficiency and Customer Experience
20:19 The Impact of Previous Technologies on Current AI Adoption
21:41 The Role of AI in Contact Centers

  • Follow PolyAI on LinkedIn
  • Watch this and other episodes of the Deep Learning pod on YouTube
  continue reading

91 episodes

Artwork
iconShare
 
Manage episode 387626091 series 3533896
Content provided by Team PolyAI. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Team PolyAI or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

This week, hosts Michelle Schroeder (SVP, Marketing) and Nikola Mrkšić (CEO, Co-Founder) of PolyAI talk about the crux of boosting both operational efficiency and customer experience. The hosts examine how the pitfalls of traditional interactive voice response (IVR) systems have shaped customer perceptions, and how a blend of AI and human interaction can improve the overall contact center experience. Also, hear some amazing use case stories shared at the first annual PolyAI VOX event: https://vox.poly.ai.
00:17 Recap of PolyVOX Event
00:55 Discussion on Efficiency vs Strategy in Customer Experience
01:17 The Challenges of Contact Center Leaders
02:01 The Impact of Operational Efficiency on Customer Experience
04:15 The Role of Innovation in Customer Experience
05:49 The Evolution of Key Performance Indicators (KPIs)
08:07 The Intersection of Operational Efficiency and Customer Experience
09:25 The Role of Different Stakeholders in the Buying Decision
14:23 The Future of Customer Experience with AI
16:56 The Role of AI in Bridging Operational Efficiency and Customer Experience
20:19 The Impact of Previous Technologies on Current AI Adoption
21:41 The Role of AI in Contact Centers

  • Follow PolyAI on LinkedIn
  • Watch this and other episodes of the Deep Learning pod on YouTube
  continue reading

91 episodes

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