Alternative perspectives and considerations when using automation globally.

Alternative perspectives and considerations when using automation globally.

Guest Author James Crawford - AI/Strategy/Programme Lead , at Touchpoint Change AI Consulting

Collectively Customer Contact Panel (CCP) have a lot of experience in contact centres and CX. However, as things are changing rapidly in the world of AI, we met with CCP to discuss some of the broader considerations, including what technology we could deliver as an alternative view of what could be our probable future reality with the support of AI – we agreed we would share the output.   

The art of the possible?

We can talk about the pace and the tone of this piece, however the reality is that with appropriate questions raised and some boundaries that we included (some for our amusement) the content within this 10 minute AI generated “BotCast” not only demonstrates the capabilities of AI, but raises some interesting questions and considerations as to how CX evolves and what guard rails need to be in place.  

Have a listen ...

Click here and have a listen, and of course, if you want to discuss we’d be happy to deploy some of our humans.

David Taylor

Operations Director at Customer Contact Panel

1mo

The humanisation of it was scarily good! Looking forward to a British version in the future if its on the roadmap. Would be good to see if the bot can differentiate between different cultural nuances etc.

Ahmad Wajih Abdo

Associated Consultant at Kearney Middle East DIFC Dubai, UAE Financial Services Group (FIG)

1mo

Interesting! This is the way forward. Amazing how AI is changing our lives. In some aspects, it’s amazing. Other aspects could be scary. However, we can always be careful in how we make it look more human. Thank you

George Uzunov

CX professional / Client obsessed / C-level/ People Manager / Customer Contact Panel CEE region

1mo

Great advice, and just in time. We do not know , what we do not know! So many novelties, life and innovations are very dynamic. Great time for education. Thanks

James Crawford - AI/Strategy/Programme Lead

Change Strategy | Change Initiation | Change Delivery | AI Strategy Lead | Interim Transformation Director | Programme Manager | Consultant | Entrepreneur | What can AI do and what can AI do for you?

1mo

Last Halloween, we did not expect to be able to create a professional podcast from a document, with a single click! This year we can, and it's available to us all for free. The key is to make sure there is enough of you in the document for it to draw on. Whether it's your questions, your points of view or your tone of voice, the 2 AI characters will discuss it all in their own way. Imagine that your customers could hear a personalised podcast about the products they are interested in, with reference to other things they have purchased. Or a 20-second summary of T&Cs that are entirely relevant to them (rather than a 1 minute generic version). Once you let your imagination flow, you'll see possibilities in every service. The main challenge is: where could you start?

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