21 min
How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone Secrets To Contact Center Success
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- Management
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
With 30 years’ experience in the call centre industry, he’s spent his career working both in contact centre, for outsourcers, and for industry vendors.
Over the past 10 years, he’s seen the evolution of AI in contact centres. Today, he shares how the next generation of conversational AI can revolutionise your centres.
You'll Learn:
How David gets asked all the time by senior and CX leaders how their centres can take less calls from customers, and his unexpected answer (02:01).
The way conversational AI can be a bridge from your voice to your digital solution, at a lower price, and deliver better customer experience than an agent (03:11).
The 3Ps of this new wave of conversational AI, that allows for powerful customer conversations at scale (03:41).
Why traditional ‘conversational AI’ is neither conversational, nor overly intelligent, and why the next generation of the technology is vastly different (04:26).
How this next generation of the technology can be deployed within 10 days as opposed to months like traditional conversational AI, at a 10th of the cost (05:57).
Dave’s mantra for which companies will win in the digital age, and how you can join the winning side (08:21).
How you can tell when customers are likely to need to call your centre and proactively reach out to them, instead of needing to be able to take voice calls (08:48).
How conversational AI helps agents be even better, and will never fully replace their role (11:00).
How Curious Thing was able to able to deploy a solution for a government agency in Australia in 4 days, to make 1.5 million personalised calls (15:19).
How conversational AI is able to drive a constant loop of innovation, helping you gain better customer insights, and provide more value to them (17:07).
Full show notes
Connect with David on LinkedIn.
Follow me on LinkedIn, or connect with me on Facebook.
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
With 30 years’ experience in the call centre industry, he’s spent his career working both in contact centre, for outsourcers, and for industry vendors.
Over the past 10 years, he’s seen the evolution of AI in contact centres. Today, he shares how the next generation of conversational AI can revolutionise your centres.
You'll Learn:
How David gets asked all the time by senior and CX leaders how their centres can take less calls from customers, and his unexpected answer (02:01).
The way conversational AI can be a bridge from your voice to your digital solution, at a lower price, and deliver better customer experience than an agent (03:11).
The 3Ps of this new wave of conversational AI, that allows for powerful customer conversations at scale (03:41).
Why traditional ‘conversational AI’ is neither conversational, nor overly intelligent, and why the next generation of the technology is vastly different (04:26).
How this next generation of the technology can be deployed within 10 days as opposed to months like traditional conversational AI, at a 10th of the cost (05:57).
Dave’s mantra for which companies will win in the digital age, and how you can join the winning side (08:21).
How you can tell when customers are likely to need to call your centre and proactively reach out to them, instead of needing to be able to take voice calls (08:48).
How conversational AI helps agents be even better, and will never fully replace their role (11:00).
How Curious Thing was able to able to deploy a solution for a government agency in Australia in 4 days, to make 1.5 million personalised calls (15:19).
How conversational AI is able to drive a constant loop of innovation, helping you gain better customer insights, and provide more value to them (17:07).
Full show notes
Connect with David on LinkedIn.
Follow me on LinkedIn, or connect with me on Facebook.
21 min