#405: AI in the Contact Center with Mary Nelson, Chief Customer Officer, Aircall

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 11 August 2023

⏱️ 32 minutes

🔗️ Recording | iTunes | RSS

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Summary

Today we’re going to talk about AI in the contact center and how to balance voice AI, machine learning, and other types of automation with human contact center agents to deliver the optimal customer experience.

To help me discuss this topic, I’d like to welcome Mary Nelson, Chief Customer Officer, Aircall.

RESOURCES

Aircall AI research report: https://pages.aircall.io/ebook-business-sentiment-toward-ai.html?utm_medium=referral&utm_source=press&utm_campaign=fc--06-aiindexgkpoadcast-usa

Aircall website: https://www.aircall.com

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/

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Transcript

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0:00.0	Welcome to season 5 of the Agile Brand with Greg Kielstrom, where we talk with enterprise
0:06.7	and technology platform leaders about the people, processes, and platforms that make marketing
0:11.7	and customer experience successful, scalable, and sustainable.
0:16.0	This is what creates an Agile Brand.
0:17.8	I'm your host, Greg Kielstrom, advisor and consultant for Fortune 1000 Marketing and
0:22.5	CX leaders and teams as principal and chief strategist at GK5A and bestselling author
0:29.2	keynote speaker, entrepreneur, and Agile certified coach.
0:33.6	The Agile Brand podcast is brought to you by TechSystems, an industry leader in full stack
0:38.0	technology services, talent services, and real world application.
0:42.8	For more information, go to tksystems.com.
0:47.4	To sign up for the Agile Brand newsletter and get the latest insights and articles on
0:51.1	marketing technology and CX, or to purchase a copy of my latest book, House of the Customer,
0:57.1	go to GregKielstrom.com.
0:59.2	You can also find all my books on Amazon and other retailers, and now onto the show.
1:07.3	Air call, a major competitor in the contact center space recently launched its AI-enabled
1:12.3	transcription capabilities for sales and support teams to help them obtain business insights
1:18.0	that can create more efficiencies and deliver better customer experiences.
1:21.9	Today, we're going to talk about AI in the contact center and how to balance voice AI,
1:27.4	machine learning, and other types of automation with human contact center agents to deliver
1:32.3	the optimal customer experience.
1:34.7	To help me discuss this topic, I'd like to welcome Mary Nelson, chief customer officer
1:38.9	at Air call.
	...

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