S01E04: Transforming Operations with AI and Automation

You are listening to 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders who are revolutionising the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more - more capacity, more productivity and more business impact. Host Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results. 

In episode four, we dive into the topic of automation in customer service and how to manage staff apprehensions and uncertainties around the impact of AI on their current role. To address this topic, we are joined by Ellena Bianco, senior leader, client operations at CoreLogic. CoreLogic is a B2B information service provider empowering the property services industry in Australia and New Zealand through technology, data and connectivity. 

This Ops Game Changer shares how the team at CoreLogic evolved their automation strategy, from being very rules-based some five years ago, to now adopting sentiment with AI to reduce human intervention and drive operational efficiency. 

Ellena shares her first-hand experience of how the team at CoreLogic went about identifying areas for improvement across the customer service element of the business, the targets that were set, and the impact these changes have had on productivity, staff wellbeing, and ultimately the customer experience. 

Throughout the episode, Ellena talks about the elements of resistance that were met along the way, such as the disbelief, uncertainty and apprehension of employees around how AI would impact their day-to-day work. Ellena shares how these challenges were addressed with honesty, understanding, and transparency. The approach that CoreLogic had towards AI implementation has enabled employees to fully understand and appreciate the improvements and embrace more challenging work, leaving the repetitive tasks to the bots. 

Tune in to this fascinating episode to learn more about CoreLogic’s experience in transforming its customer service teams to address customer requests in under 30 minutes, and why this has had such a positive influence on customer experience and team morale. 

Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.

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