Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
Content provided by EM360Tech. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by EM360Tech 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.
Similar to Tech Transformed
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
BBC Radio 5 live’s award winning gaming podcast, discussing the world of video games and games culture.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
Investor Shayle Kann is asking big questions about how to decarbonize the planet: How cheap can clean energy get? Will artificial intelligence speed up climate solutions? Where is the smart money going into climate technologies? Every week on Catalyst, Shayle explains the world of climate tech with prominent experts, investors, researchers, and executives. Produced by Latitude Media.
…
continue reading
Some Goodness is hosted by Richard Ellis, a seasoned sales leader passionate about inviting top business minds to share their wisdom. Each episode is only 15-20 minutes, perfect for your commute or workout.
…
continue reading
Material is a weekly discussion about the Google and Android universe. Your intrepid hosts try to answer the question, “What holds up the digital world?” The answer, so far, is that it’s Google all the way down. Hosted by Andy Ihnatko and Florence Ion.
…
continue reading
1
Defensive Security Podcast - Malware, Hacking, Cyber Security & Infosec
Jerry Bell and Andrew Kalat
5k
200
Defensive Security is a weekly information security podcast which reviews recent high profile cyber security breaches, data breaches, malware infections and intrusions to identify lessons that we can learn and apply to the organizations we protect.
…
continue reading
TechStuff is getting a system update. Everything you love about Tech Stuff now twice the bandwidth with new hosts, Oz Woloshyn (Sleepwalkers) and Karah Preiss (Sleepwalkers). Oz and Karah bring humour and wit to the table as they break down what's happening in tech...and what it says about us. TechStuff is the podcast where technology meets culture. We speak to the folks building the future to understand what tomorrow will look like and how our technology is changing us: how we live, how we ...
…
continue reading
Every Friday and Sunday, Slate’s popular daily news podcast What Next brings you TBD, a clear-eyed look into the future. From fake news to fake meat, algorithms to augmented reality, Lizzie O’Leary is your guide to the tech industry and the world it’s creating for us to live in.
…
continue reading
Player FM - Podcast App
Go offline with the Player FM app!
Go offline with the Player FM app!
))
Agentic AI Driving the Future of Customer Experience
Manage episode 471239135 series 2877567
Content provided by EM360Tech. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by EM360Tech 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.
In this episode of the Tech Transformed Podcast, Jon Arnold, Principal of J Arnold Associates speaks with Nikola Mrksic, CEO of PolyAI, discussing all things AI, specifically in contact centres. From the benefits of automation to the emergence of the most trending subject of the year – Agentic AI.
Mrksic particularly spotlights some underutilised capabilities of AI such as how it can manage up to 90% of repetitive duties, allowing human agents to concentrate on other complex tasks. The conversation also explores the transition from basic service to a broader, more holistic customer experience, necessitating the need for rapid adaptation and experimentation.
AI in contact centers isn't just about cutting costs. This conversation shows how it can truly make a difference – giving agents the tools to shine, providing customers with better, more quality experiences, and even letting AI take care of tasks behind the scenes securely, so humans can focus on what truly matters.
Takeaways
- AI is a dominant force shaping technology today.
- Contact centers have a high volume of repetitive tasks suitable for AI.
- AI can automate up to 90% of tasks in contact centers.
- The role of AI is not just cost-cutting but improving service quality.
- Agentic AI can perform tasks on behalf of users asynchronously.
- Customer experience is now a key focus beyond just service.
- Companies must adapt quickly to avoid falling behind competitors.
- Failing fast and experimenting is crucial for success with AI.
- AI can provide insights that traditional methods miss.
- Investing in AI should be about solving problems, not just keeping up with trends.
Chapters
00:00 Introduction to AI in Contact Centers
02:01 Benefits of AI in Contact Centers
07:37 Transforming Customer Experience with AI
15:42 Understanding Agentic AI
21:27 The Shift from Customer Service to Customer Experience
30:25 Advice for Business and CX Leaders
300 episodes
Share
Manage episode 471239135 series 2877567
Content provided by EM360Tech. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by EM360Tech 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.
In this episode of the Tech Transformed Podcast, Jon Arnold, Principal of J Arnold Associates speaks with Nikola Mrksic, CEO of PolyAI, discussing all things AI, specifically in contact centres. From the benefits of automation to the emergence of the most trending subject of the year – Agentic AI.
Mrksic particularly spotlights some underutilised capabilities of AI such as how it can manage up to 90% of repetitive duties, allowing human agents to concentrate on other complex tasks. The conversation also explores the transition from basic service to a broader, more holistic customer experience, necessitating the need for rapid adaptation and experimentation.
AI in contact centers isn't just about cutting costs. This conversation shows how it can truly make a difference – giving agents the tools to shine, providing customers with better, more quality experiences, and even letting AI take care of tasks behind the scenes securely, so humans can focus on what truly matters.
Takeaways
- AI is a dominant force shaping technology today.
- Contact centers have a high volume of repetitive tasks suitable for AI.
- AI can automate up to 90% of tasks in contact centers.
- The role of AI is not just cost-cutting but improving service quality.
- Agentic AI can perform tasks on behalf of users asynchronously.
- Customer experience is now a key focus beyond just service.
- Companies must adapt quickly to avoid falling behind competitors.
- Failing fast and experimenting is crucial for success with AI.
- AI can provide insights that traditional methods miss.
- Investing in AI should be about solving problems, not just keeping up with trends.
Chapters
00:00 Introduction to AI in Contact Centers
02:01 Benefits of AI in Contact Centers
07:37 Transforming Customer Experience with AI
15:42 Understanding Agentic AI
21:27 The Shift from Customer Service to Customer Experience
30:25 Advice for Business and CX Leaders
300 episodes
All episodes
×
Welcome to Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.
Similar to Tech Transformed
Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
BBC Radio 5 live’s award winning gaming podcast, discussing the world of video games and games culture.
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
Investor Shayle Kann is asking big questions about how to decarbonize the planet: How cheap can clean energy get? Will artificial intelligence speed up climate solutions? Where is the smart money going into climate technologies? Every week on Catalyst, Shayle explains the world of climate tech with prominent experts, investors, researchers, and executives. Produced by Latitude Media.
…
continue reading
Some Goodness is hosted by Richard Ellis, a seasoned sales leader passionate about inviting top business minds to share their wisdom. Each episode is only 15-20 minutes, perfect for your commute or workout.
…
continue reading
Material is a weekly discussion about the Google and Android universe. Your intrepid hosts try to answer the question, “What holds up the digital world?” The answer, so far, is that it’s Google all the way down. Hosted by Andy Ihnatko and Florence Ion.
…
continue reading
1
Defensive Security Podcast - Malware, Hacking, Cyber Security & Infosec
Jerry Bell and Andrew Kalat
5k200
Defensive Security is a weekly information security podcast which reviews recent high profile cyber security breaches, data breaches, malware infections and intrusions to identify lessons that we can learn and apply to the organizations we protect.
…
continue reading
TechStuff is getting a system update. Everything you love about Tech Stuff now twice the bandwidth with new hosts, Oz Woloshyn (Sleepwalkers) and Karah Preiss (Sleepwalkers). Oz and Karah bring humour and wit to the table as they break down what's happening in tech...and what it says about us. TechStuff is the podcast where technology meets culture. We speak to the folks building the future to understand what tomorrow will look like and how our technology is changing us: how we live, how we ...
…
continue reading
Every Friday and Sunday, Slate’s popular daily news podcast What Next brings you TBD, a clear-eyed look into the future. From fake news to fake meat, algorithms to augmented reality, Lizzie O’Leary is your guide to the tech industry and the world it’s creating for us to live in.
…
continue reading
Player FM - Podcast App
Go offline with the Player FM app!
Go offline with the Player FM app!
