In today’s episode, we delve into the transformative role of artificial intelligence in modern contact centers. We had the pleasure of speaking with Carmit DiAndrea, Director of AI and Data Management at NICE, who shared her invaluable insights on integrating AI to enhance customer and agent experiences.

Episode Highlights:

The Evolution of AI in Contact Centers: Understand how AI has transitioned from automating basic tasks to powering sophisticated, conversational interactions.

Special purpose AI vs. General AI: A discussion on how organizations need AI that's purpose-built for CX

Generative AI vs. Traditional AI: Discover the differences between these two AI types and their unique roles in improving customer experiences and operational efficiency.

AI's Impact on the Workforce: Carmit DiAndrea debunks common misconceptions about AI, highlighting new career opportunities emerging within the industry.

Bio:

Carmit DiAndrea, Director, AI Data Management, NICE

Carmit DiAndrea is a contact center, analytics, and AI expert with over 20 years of experience translating customer feedback, operational and contact center data into business strategies that transform organizations.

In her role at NICE, Carmit is responsible for leveraging NICE's significant interaction data assets to develop new Conversational AI and Generative AI-powered digital solutions, furthering NICE's dominance in the Digital Customer Experience space. Her previous experience includes leadership roles at Blue Shield of California, Verint Systems, Spectrum/Time Warner Cable, Concentra, and TPG TeleManagement.

Carmit is also an educator, teaching statistics, research methods, and algebra as an adjunct instructor at Kaplan and National American Universities.

Social Links

You can follow Carmit at: https://www.linkedin.com/in/carmitd/

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