Ep.68: Nate Ford, Allianz
It's almost a rule that customer contact professionals have to rave about the power of artificial intelligence. But what can they do to actually harness that power? How can they ensure AI and automation are meaningfully contributing to the custmer experience?
For Nate Ford of Allianz and Carmit DiAndrea of Verint, one particularly valuable application comes on the speech analytics and quality monitoring fronts. Automation technology can help organizations better understand customers, agents, interaction quality and operational opportunities. Recorded at CCW Vegas, this episode finds Ford and DiAndrea exploring the analytics case, while also revealing the role "humans" will still play in this AI-enhanced world.
