Foundever’s Guillaume Laporte on How AI is Transforming the Customer and Agent Experience

What this episode covers

Guillaume Laporte, Chief AI Officer at Foundever, a global leader in customer experience solutions. Guillaume shares his personal journey of discovering AI's potential, his strategies for driving AI innovation within a traditional contact center company, and the dynamic approach his team takes in integrating AI technologies to enhance customer interactions.  Guillaume also explains how Foundever navigates the build vs. buy dilemma, addresses job displacement concerns, and envisions the future of AI in the CX industry.  Topics discussed: Guillaume Laporte's first realization of AI's potential through experiences with new interfaces and chatbots like ChatGPT. The structure of Guillaume's AI team and their interaction with startups and internal departments. The decision-making process between building AI solutions internally or buying from external vendors – it really depends on your goals. Opportunities for AI in improving customer experience as well as that of the agents at Foundever. Guillaume’s thoughts on concerns about job displacement and AI integration in various industries. The importance of training and education in successful AI implementation and rollout.  (Episode 3)

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