08: Customer Experience or Operational Efficiency? Boost Both.

Send us Fan MailThis week, hosts Michelle Schroeder (SVP, Marketing) and Nikola Mrkšić (CEO, Co-Founder) of PolyAI talk about the crux of boosting both operational efficiency and customer experience. The hosts examine how the pitfalls of traditional interactive voice response (IVR) systems have shaped customer perceptions, and how a blend of AI and human interaction can improve the overall contact center experience. Also, hear some amazing use case stories shared at the first annual PolyAI VOX event: https://vox.poly.ai.00:17 Recap of PolyVOX Event00:55 Discussion on Efficiency vs Strategy in Customer Experience01:17 The Challenges of Contact Center Leaders02:01 The Impact of Operational Efficiency on Customer Experience04:15 The Role of Innovation in Customer Experience05:49 The Evolution of Key Performance Indicators (KPIs)08:07 The Intersection of Operational Efficiency and Customer Experience09:25 The Role of Different Stakeholders in the Buying Decision14:23 The Future of Customer Experience with AI16:56 The Role of AI in Bridging Operational Efficiency and Customer Experience20:19 The Impact of Previous Technologies on Current AI Adoption21:41 The Role of AI in Contact CentersFollow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube