The Future Of AI In Contact Canters And Its Effect On The Customer Experience

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.

About the Guest

CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!

Relevant Links

https://www.linkedin.com/in/guy-shalom

https://www.glassix.com/podcasts

https://www.glassix.com

The Top 3 Key Learnings

1. AI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.
2. Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.
3. AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.

Chapters

00:00 Introduction and Guest Presentation

03:56 The Role of AI in Contact Centers

05:00 Employee Experience and AI Implementation

08:27 Hyper-Personalization and Empathy in AI

13:44 Balancing Human Connection and AI Efficiency

15:58 Preparing for the AI Transformation

17:46 Privacy and Ethical Considerations

19:12 Future of AI in 10 Years

24:38 Conclusion and Contact Information

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