19 min

12. You’re Deploying AI Wrong and How to Fix It Pt. 2 w/ Rowan Trollope and Jonathan Rosenberg That's Genius!

    • Business

Let’s give contact center reps AI superpowers.
 
“What are the superpowers? Know the answer to every question and don't make them type,” said Rowan Trollope, Five9 CEO, in the next part of our ongoing discussion about how to make customers love AI.
 
Hint: Don’t give the AI to the customers. Give them to the agents.
 
Jonathan Rosenberg, CTO and Head of AI at Five9, describes the superpowers like this:
 
“All the things that an agent does when they put you on hold? Typing things in, searching, following steps in a process. Let's automate that stuff so that it happens instantly,” Jonathan said.
 
Then everyone wins. Agents work better and customers are overjoyed.

Let’s give contact center reps AI superpowers.
 
“What are the superpowers? Know the answer to every question and don't make them type,” said Rowan Trollope, Five9 CEO, in the next part of our ongoing discussion about how to make customers love AI.
 
Hint: Don’t give the AI to the customers. Give them to the agents.
 
Jonathan Rosenberg, CTO and Head of AI at Five9, describes the superpowers like this:
 
“All the things that an agent does when they put you on hold? Typing things in, searching, following steps in a process. Let's automate that stuff so that it happens instantly,” Jonathan said.
 
Then everyone wins. Agents work better and customers are overjoyed.

19 min

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