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Beyond the bot: building empathetic customer experiences with agentic AI

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Manage episode 524723158 series 3422378
Content provided by McKinsey & Company. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by McKinsey & Company 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.

Improving operations, generating revenue and implementing the right technology have all become key priorities for customer care professionals over the last decade. Organizations must find customer service operating models that scale, whilst maintaining customer satisfaction. In an evolving landscape where the leaders are those making significant strides in agentic AI adoption, one question remains: can an agentic AI voice agent truly be empathetic?

In this episode, host Daphne Luchtenberg is joined by Eric Buesing, Partner at McKinsey & Company and Gadi Shamia, CEO and Co-founder of Replicant. Together, they discuss the evolving landscape of customer care and explore how agentic AI is transforming contact centres.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations.

See www.mckinsey.com/privacy-policy for privacy information

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50 episodes

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iconShare
 
Manage episode 524723158 series 3422378
Content provided by McKinsey & Company. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by McKinsey & Company 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.

Improving operations, generating revenue and implementing the right technology have all become key priorities for customer care professionals over the last decade. Organizations must find customer service operating models that scale, whilst maintaining customer satisfaction. In an evolving landscape where the leaders are those making significant strides in agentic AI adoption, one question remains: can an agentic AI voice agent truly be empathetic?

In this episode, host Daphne Luchtenberg is joined by Eric Buesing, Partner at McKinsey & Company and Gadi Shamia, CEO and Co-founder of Replicant. Together, they discuss the evolving landscape of customer care and explore how agentic AI is transforming contact centres.

McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operations.

See www.mckinsey.com/privacy-policy for privacy information

  continue reading

50 episodes

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