Engaging Customers With Conversational AI - Alex Misiaszek - Conversations That Matter - Ep # 62

Conversations That Matter, a podcast from Uniphore

In a heavily regulated industry, innovation can often feel stifled, and allowing your designers creative freedom can be a challenge. Here to help inspire teams is an AI expert who is passionate about human centered design. She’s a skilled leader who guides a team of designers and writers on their journey to create more personalized experiences, allowing her company to implement new strategies to best serve customers with AI. Joining the show this week is SVP, Experience Design Director - NLU & Emerging Experiences at Truist, Alex Misiaszek!

Alex shares her tips for establishing better workflows with your product and tech teams, how to find creative freedom in a heavily regulated industry, and what the future of conversational interfaces could hold.

Takeaways:

• A common sentiment around AI is that it is a new technology that is advancing too quickly. In reality, AI powered tools have been in place since the early 1990’s. The increase in social media has allowed people to only recently catch up to speed.
• AI in the banking industry is still a growing technology, which is a double edged sword. On one hand, there is not as much in place compared to other industries. The benefit of this is that it allows you to innovate and be more flexible in design.
• A good northstar for conversational AI in the banking industry is to focus on providing your customers service in the channel they prefer. Instead of trying to get customers to conform to your conventions, meet them where they are.
• Rules and regulations are important for any industry, but you need to allow your designers a bit of freedom. Give them room to design and innovate without them limiting themselves. Once their designs make it further up the chain, then you can scale back.
• In the banking industry, it’s common to inherit a roadmap and need to go from there. If you can partner closely with your tech and product teams, you can provide influence so that future roadmaps are more closely aligned with your current work.
• While it’s useful to draw inspiration from peers within your industry, you can inadvertently end up limiting yourself. By analyzing other industries, you can adapt new and innovative models to a new application, separating yourself from your competitors.
• The general public has readily adopted AI tools like Chat GPT, Siri, and Alexa. When looking towards the future of their conversational interfaces, brands should seek to implement similar tools, creating a sense of familiarity for their customers.

Quote of the Show:

• “We just want to meet clients where they are and enable them to accomplish their task easily and efficiently and in whatever modality they choose.” - Alex Misiaszek

Links:

• LinkedIn: https://www.linkedin.com/in/amisiaszek/
• Website: https://www.truist.com/

Events:

• CXFS: https://cxfinance.wbresearch.com/
• CX BSFI: https://www.cxnetwork.com/events-customer-experience-exchange-bfsi-east

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