Conversations That Matter, a podcast from Uniphore · 2023-09-06 · 27 min
Our guest on this week’s episode is an industry leader in providing solutions that solve complex problems in both patient and consumer experience. He’s an expert at identifying key areas of implementation. Please welcome to the show, Chief Operating Officer at Eclipse Telecom , Matt Dickson ! Matt sits down with Host Randy Ksar for an in depth discussion on the challenges of implementing AI in the enterprise. Matt highlights the importance of planning for both the short and long term of your AI, the role different departments play in adoption, and how a bottom up approach to agent enablement can highlight key areas for automation. Takeaways: While AI may take away a few agent jobs, it will also create more productive employees. By removing mundane tasks, agents are able to be more human and focus on being compassionate and understanding to customer’s complex issues. Agent enablement helps highlight areas for automation. By decreasing friction around certain tasks, you start to get a sense of which tasks are the easiest to automate. Once identified, remove them from workloads, and prepare agents for more complex tasks. The first step of an AI journey is education.
It’s About The People - Diana Deibel - Conversations That Matter - Episode # 6860 / 100
Shaping The Future Of Uniphore Podcasts
Start With The Problem - John Ward- Conversations That Matter - Episode # 67
Understanding Your Customer’s Journey - Suzanne Knight - Conversations That Matter - Episode # 66
Telling The Story Of Customer Experience - Martijn Franssen - Conversations That Matter - Episode # 64