Tech Leaders Intel · 2024-06-26 · 44 min
As the use of artificial intelligence expands and finds more use cases, there remains special interest in its applications for customer service. Retailers and service providers are training AI to retrieve important information in a natural, conversational manner, thereby delighting customers through giving them an unforgettable customer experience. And yet there are instances where delighting the customer isn’t the best approach. When it comes to bare necessities like utilities, perhaps the best customer experience is the one that can’t be remembered. That’s what Adam Waite is betting on. As Head of Digital Conversations & AI with British gas supplier Centrica , Adam is laser-focused on using GenAI and large language models to make customer experiences as frictionless as possible. He is one of the minds behind the creation of Cosmo, Centrica’s customer-facing authenticating chatbot that took the gold for Best Innovation in Customer Service at the 2023 ECCCSA Awards . And now Adam sits down with Tech Leaders Intel to let us in on his award-winning insights.
Measuring What Matters: Unlocking Engineering Productivity with AI and Metrics65 / 100
Fintech Problem-Solving: Navigating Hypothetical Frontiers
From Risk to Reward: The Human-Centric Approach to Business Transformation with Appian
Bridging the Gap: Navigating Legal and Technology Challenges in Business
Scaling Engineering Teams: A Playbook for Success