Send us a text

Episode Summary:

In this episode, we interview Evan Siegel, who transitioned from a 16-year career in retail banking to eGain, where he leverages AI, machine learning, and knowledge management to enhance customer experiences. Discussing the challenges of outdated tools in contact centers and how modern knowledge management systems powered by generative AI can solve these issues. Evan emphasizes the importance of a single source of truth in knowledge management and shares insights on how AI can reduce costs and improve customer service across industries. We also delve into specific strategies for financial institutions and the benefits of implementing AI-driven customer service solutions. The conversation wraps up with a look at the Virtual Financial Coach, Evan's initiative at eGain to democratize financial advice. Tune in to discover the future of customer service and how technology can transform the industry.

00:53 Meet Evan: From Banking to AI
01:37 Challenges in Contact Centers
03:26 The Role of AI in Customer Service
05:46 AI's Impact on Cost Reduction
08:08 The Future of Contact Centers
10:28 Self-Service and Customer Preferences
12:34 Migrating Knowledge Bases in Financial Institutions
16:30 Risks and Solutions in AI Implementation
20:42 The Importance of Prompt Engineering
21:16 Analytics in AI and Customer Service
23:05 Getting Started with AI in Your Company
23:19 Generative AI Hype and Realistic Expectations
24:36 Strategic Implementation of Generative AI
26:05 Buy vs. Build: Making the Right Choice
28:40 The Journey of Virtual Financial Coaching
34:06 Rapid Fire Questions with Evan
36:34 Conclusion and Key Takeaways

Links:
LinkedIn: https://www.linkedin.com/in/evan-siegel-ab436845/
Website: https://www.egain.com/

Send us a text

Episode Summary:

In this episode, we chat with Jon Arnold, founder of an independent tech analyst company and an expert in communications technologies, about the future of AI and its strategic impacts on the industry. Jon discusses the potential backlash against AI, the dominance of big tech players, and the importance of understanding business problems when choosing technology solutions. He also shares insights on the evolution of VoIP to unified communications (UC) and the exciting trends in UCaaS, including virtual assistants, knowledge management, and immersive collaboration. The episode wraps up with rapid-fire questions revealing Jon's personal interests and his cautious yet optimistic view on AI's role in the tech industry.

Key Highlights:

- Jon Arnold's Journey into Technology Analysis: Jon begins by elaborating on his unconventional journey into technology analysis and emphasizes the importance of timing and building expertise in emerging technologies.

- The Evolution of Unified Communications: The conversation covers the evolution and future trends of Unified Communications (UC), particularly the role of AI in enhancing UC's capabilities.

- Zoom's Competitive Edge and Innovations: Jon touches on Zoom's strategic moves to compete with tech giants like Microsoft and Google, highlighting their innovative approach.

- Choosing the Right Technology for Your Business: Jon offers advice on how businesses can navigate the crowded AI and UCaaS market, stressing the importance of focusing on problem-solving rather than just technology.

- AI, Privacy, and Security Concerns: The discussion also delves into significant privacy and security concerns associated with AI, the necessity of regulation, and the dominance of big tech companies.

- Rapid Fire Questions with Jon Arnold: Uncover some interesting titbits about Jon through our short segment.

- Jon Arnold's Unpopular Opinions on AI and Big Tech: Jon shares his cautionary views about AI and its potential backlash.

Links:

LinkedIn: https://www.linkedin.com/in/jarnoldassociates/

Website: https://www.jarnoldassociates.com/

Podcast: https://www.watchthisspace.tech/

Send us a text

Episode Summary:

In this episode we sit down with Declan Ivory, VP of Customer Support at Intercom, and with extensive experience in leading customer support operations, Declan shares his expertise on integrating AI into customer service to create more meaningful and efficient customer interactions.

Key Highlights:

1. AI Co-Pilot, Agent, and Analyst: Understanding the roles and impact of these AI technologies in customer support.
2. Transforming Customer Support: How AI is changing the way support teams operate and the skills required.
3. Best Practices and Thought Leadership: Collaborating with customers to define best practices in the evolving AI landscape.
4. Human-AI Collaboration: Enhancing customer interactions by combining AI efficiency with human problem-solving skills.
5. The Future of Contact Centers: Predictions on how AI will reshape contact centers, including tiered support models and capacity planning.
6. Continuous Improvement: The importance of knowledge management and content creation in maximizing AI effectiveness.
7. Intercom's AI Vision: Insights into Intercom's AI-first approach and its commitment to innovation in customer support.

Extra Links:

• Connect with Declan Ivory
• Website: Intercom.com