CEO & Co-founder @babelforce. Making sense of AI and automation in CX. Passionate about sustainability in tech. Always learning (mainly about myself, why is that the hardest?)
I recently spoke at an #AI conference in Oslo and asked the room this question: How much of an AI conversation - like an interaction with a VoiceBot - is *really* AI? It's a tough one for most people to wrap their head around. Isn't the whole thing AI, beginning to end? Isn't that kind of... the point? We're in such a moment of AI hype that I'm not surprised people think that. But that truth is, the actual "AI bit" of any conversation is just the pretty face. It probably represents 20% of the work that's happening. Meanwhile, the brains are doing the other 80%. Those brains are the #orchestration - the connectivity between your systems, your people, and your processes. If you're missing the brains, there is no amount of AI that will improve your service! #CX #CustomerService #CustomerExperience
Julian Hertzog
2mo
Process orchestration through reliable Integration and Automation is ley to and succesfull interaction. No matter if it’s a bot or a human.
babelforce | ex-Ultimate | WHU | B2B Marketing Strategy | Partnerships | Events
2moIt takes longer and more effort to make something look effortless and seamless. People get distracted by the shiny outside, but usually forget that there’s more beneath the surface 🫠