Technology has completely transformed the delivery of customer experience. Digital innovations like AI, Chatbots, Omnichannel, and Robotic Process Automation (RPA) have made CX delivery faster, more intelligent and more personal, and we truly now operating in an entirely new customer experience landscape. In this episode, we meet Saif Ahmad, COO and President of one of the companies creating this technology – Xavient Digital, now part of the TELUS International family.
Some of the topics covered include:
- The technology that is driving digital transformation in customer experience
- How chatbots, AI and Machine Learning reduces customer effort and boosts satisfaction
- We meet the chatbots that can detect when a customer is getting annoyed and escalate the call to a human CX agent
- How CX technology is pushing agents further up the value chain
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