The Myth Of AI In The Contact Center - Conversations That Matter - Episode #33

Conversations That Matter, a podcast from Uniphore

This week’s episode is a collection of live interviews from the Five9 CX Summit in Las Vegas! Guests interviewed on this episode are Cathryn Valladares - VP Enterprise Solutions at Nextiva, Kevin Basden - VP of Contact Center Offerings at NWN Carousel, Scott Baker - Analyst at Opus Research, and Beatrice Casanova - Sr. Director Product Management at Five9. Randy chats with guests to ask them “What’s one myth about AI in the contact center you would like to debunk?”

Takeaways:

• AI Myth “AI is unnatural and people are not familiar with it” - Cathryn Valladares. People interact with AI every single day, and businesses need to adapt. Online grocery shopping and delivery are just one example of how AI plays into daily life.

• AI Myth “AI is a super complex technology that is straight out of a science fiction movie that is complex and expensive to implement” - Kevin Basden. In reality, AI is quite simple to implement in your business. The price savings when using AI are quickly realized as AI can work around the clock, never gets sick, and never take a vacation!

• AI Myth “AI will not magically make your life better. It will never be smarter than your smartest people or know your customers better than you do” - Scott Baker. In reality, an AI isn’t there to solve all your problems but rather acts as a valuable partner by providing you with information.

• AI Myth “AI is a complex, monolithic, scary technology” - Beatrice Casanova. In reality, AI can be adapted to a wide variety of problems to provide a wide range of solutions. To take out some of the concerns, start small, identify your business case, and work with an established partner to try a few simple solutions.

Links:

Cathryn Valladares

• LinkedIn: https://www.linkedin.com/in/cathryn-valladares-3b3a859/
• Website: https://www.nextiva.com/

Kevin Basden

• LinkedIn: https://www.linkedin.com/in/kevin-basden/
• Website: https://nwncarousel.com/

Scott Baker

• LinkedIn: https://www.linkedin.com/in/scottebaker/
• Website: https://opusresearch.net/wordpress/

Beatrice Casanova

• LinkedIn: https://www.linkedin.com/in/beatricecasanova/
• Website: https://www.five9.com/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M