CX, AI, and Outsourcing John Walter

In this episode, host John Walter and HumanFirst CEO, Gregory Whiteside discuss the following topics: 
Evolution of Customer Support Technologies: Gregory Whiteside discusses the transformation in customer support through the integration of AI and large language models.Agent Augmentation and Live Chat Platforms: The podcast delves into how HumanFirst initially focused on agent augmentation, integrating AI with live chat platforms like ZenDesk and Intercom to enhance agent performance.Natural Language Understanding (NLU): There's a significant focus on NLU's role in AI, particularly how it classifies text data into various labels or intents based on customer interactions.Custom Taxonomies in AI: The episode emphasizes the importance of developing custom taxonomies to tailor AI solutions to specific business realities and customer conversations.Data Transformation for AI Training: The discussion includes how unstructured data is transformed into high-quality training data for natural language understanding.Prompt Engineering in AI: Gregory talks about the use of prompt engineering to leverage large language models more effectively in AI applications.Impact of Large Language Models like GPT-3 and GPT-4: The podcast covers the effects these models have had on the industry and how they're shaping the future of AI in customer support.AI's Influence on Outsourcing and BPOs: The episode touches upon how AI and automation are increasingly being integrated into Business Process Outsourcing (BPOs) and the outsourcing sector.Additional Resources:
Connect with Gregory Whiteside on LinkedIn: https://www.linkedin.com/in/gregory-whiteside/Discover more about HumanFirst: https://www.humanfirst.ai/Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode, host John Walter talks with Braden Ream, the co-founder and CEO of Voiceflow. They delve into the evolution of conversation design with the advent of large language models. Braden shares insights into the shift from traditional methods to AI-driven approaches and discusses how Voiceflow is pioneering in this space. The discussion also touches upon the emerging trends in outsourcing and BPOs, highlighting the integration of AI in these sectors.
Additional Resources:
Connect with Braden Ream on LinkedIn: https://www.linkedin.com/in/braden-ream/
Learn more about Voiceflow: https://www.voiceflow.com/
Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode of the CX, AI, and Outsourcing podcast, host John Walter talks with Amitayu Basu, co-founder and CEO of NUMR. 

The discussion delves into measuring customer loyalty in the era of big data and AI. Amitayu shares insights on customer emotions' impact on loyalty, the significance of the Net Promoter System, and NUMR's role in advancing customer experience analytics. They explore the evolution of customer feedback methods, transitioning from surveys to AI-driven conversations, and how NUMR leverages operational data for proactive customer support. 
Additional Resources:
Connect with Amitayu Basu on LinkedIn: https://www.linkedin.com/in/amitayubasu/Learn more about NUMR: https://www.numrcxm.com/contact-us Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode of the CX, AI, and Outsourcing Podcast, host John Walter welcomes Chris Crosby for his second appearance on the show.  
Chris shares his extensive experience and observations on the rapid evolution of AI technologies like ChatGPT, highlighting their transformative impact on customer support. He offers valuable insights from OpenAI's DevDay, discussing the potential of custom GPT models and their application in enhancing customer experience. Additionally, Chris explores the strategic integration of AI in contact center operations, emphasizing the balance between innovation and operational efficiency, and discusses his decision to use Zoom as a C-Cast platform for its AI capabilities. Throughout the conversation, Chris forecasts the future of AI in customer service.
Additional Resources:

To connect with Chris Crosby and learn more about his work, visit his LinkedIn profile: https://www.linkedin.com/in/chriscrosby/

Discover more about InflectionCX: https://www.inflection.cx/

Discover more about Xaqt: https://www.xaqt.com/

To connect with John Walter, visit his LinkedIn profile: https://www.linkedin.com/in/jowalter/

In this episode of the CX AI and Outsourcing Podcast, host John Walter engages with Juanita Coley, a renowned figure in workforce management. Juanita, known for her deep understanding of employee experience, shares her journey from a call center agent to a consultant at Solid Rock Consulting. The discussion delves into the intricacies of employee experience, its influence on customer support, and strategies for nurturing a positive and productive workplace. 
Outline:
Introduction to Juanita ColeyJohn Walter's admiration for Juanita's content and influence.Juanita's background as a call center agent and her journey towards workforce management.The Genesis of Juanita's CareerStarting in the call center during high school.The impact of early experiences on her passion for employee experience.Defining Employee ExperienceJuanita's perspective on what constitutes a genuine employee experience.The significance of employee perception beyond company statements and policies.The Interconnection of Employee and Customer ExperienceHow employee satisfaction directly impacts customer interactions and service quality.The importance of aligning company strategies with employee well-being.Career Advancement and Employee DevelopmentThe role of micro-training and clear career pathways in employee growth.Addressing the gap between skills and leadership in workforce management.The Influence of Purpose and VisionThe critical role of purpose in driving employee motivation and customer satisfaction.Juanita's approach to consulting through the lens of workforce management.Empowering Employees in a Commoditized IndustryChallenges and strategies in enhancing employee experience in outsourced environments.The balance between operational efficiency and employee fulfillment.Conclusion and Contact InformationJohn's closing thoughts and appreciation for Juanita's insights.How to connect with Juanita for further guidance and expertise.To follow Juanita on LinkedIn, here's her profile: https://www.linkedin.com/in/juanitacoley/

To learn more about Solid Rock Consulting, here's a link:
https://solidrockco.net/

To follow John on LinkedIn, here's his profile:
https://www.linkedin.com/in/jowalter/

In this episode we delve into the world of conversational AI with Nikola Merckseck, co-founder and CEO of PolyAI. With a rich background in machine learning and natural language processing, including a stint at Apple, Nikola brings unique insights into the evolving landscape of customer support technology. Listen as we explore the challenges, innovations, and future of AI in voice customer support.

Outline of conversation
Introduction to Nikola and PolyAI: Background on Nikola's journey, from academia to co-founding PolyAI, and the company's focus on conversational AI for customer support.PolyAI's Business Model and Market Focus: Discussion on why PolyAI chose to operate in both the UK and the US, and their decision to establish an office in New York City over San Francisco.The Origin and Evolution of PolyAI: Insight into the founding of PolyAI, the role of deep learning and language models in their technology, and the significance of the transformer model in AI development.Challenges in Conversational AI Development: An examination of the progression from traditional chatbot designs to advanced large language models, and the unique challenges in voice-based AI systems.Impact of AI on Customer Support Industry: How PolyAI's technology is addressing labor shortages in call centers and changing the dynamics of customer support.The Human Aspect in AI-Driven Customer Support: Discussion on the balance between AI automation and human touch in customer service, and the role of AI in reducing agent attrition.Future Trends and Possibilities in AI: Speculations on the future integration of AI in customer service, including the potential role of consumer voice assistants like Siri and Alexa.Closing Thoughts and PolyAI’s Vision: Final remarks on the importance of customer experience in AI deployment and the future directions of PolyAI.Link to PolyAI's website.

Link to Nikola's LinkedIn profile.

Link to John's LinkedIn profile.

Link to prior episode with a PolyAI customer -- Episode 4: How Landry's uses conversational AL to improve customer experience, with Brian Jeppesen.