The AI with Maribel Lopez (AI with ML)
In the AI with Maribel Lopez podcast, technology industry analyst and keynote speaker Maribel Lopez, interviews leading thinkers, experts and innovators on the latest trends in Artificial intelligence areas such as machine learning, deep learning, image recognition, natural language processing (NLP), neural networks and AI ethics. It connects you with top researchers, data scientists, engineers and business leaders in the data, analytics and AI field. Guests will share advice, strategies and techniques on how to use AI solutions such as chatbots, computer vision and automation to make businesses more efficient. New episodes are released every two weeks, on Tuesdays.
The AI with Maribel Lopez (AI with ML)
Reclaiming the Customer Experience with Five9's CTO Jonathan Rosenberg
Episode Summary:
In this episode, Maribel Lopez speaks with Five9’s CTO and Head of AI Jonathan Rosenberg on AI’s potential in the Customer Experience (CX) and Contact Center as a Service (CcaaS) space. Currently, customers are often unsatisfied with chatbot communication services at contact centers. However, AI’s increasing generative capabilities show potential for exciting future applications.
Key Themes:
Maribel and Jonathan begin by discussing the current state of AI in CcaaS, and how many customers are unsatisfied with their experiences with automated calls. Contact centers have long attempted to automate aspects of the CX experience, first with DTMF and later with directed dialogue.
Unlike these technologies, generative AI has seen widespread adoption. Consumer familiarity with artificial intelligence will lead to them understanding how to interact with generative AI over the phone. Jonathan and Maribel also discuss their predictions for how AI will impact jobs in at contact centers. Jonathan believes that jobs will change, but they will not disappear.
Last, Jonathan defines open platforms and explains how their unique features allow for useful CX capabilities. The future of AI in CX depends on how quickly companies eliminate AI hallucinations. Once models overcome this obstacle, Jonathan predicts that AI will see wide adoption in the CX space.
For detailed show notes, navigate using the time stamps below:
Follow Jonathan Rosenberg on LinkedIn: https://www.linkedin.com/in/jonathanrosenberg1/
Follow Jonathan Rosenberg on X/Twitter: https://x.com/jdrosen2
Read Jonathan Rosenberg’s articles in the Forbes Technology Council: https://www.forbes.com/councils/forbestechcouncil/people/jonathanrosenberg/
Read the Broken Earth series: https://www.amazon.com/Broken-Earth-Trilogy-Season-Obelisk/dp/031652719X
