Enhancing the Customer Experience w/ NLP feat. Ido Bornstein-HaCohen & Gabe Larsen

IBM thinkLeaders

English - February 06, 2020 11:00 - 23 minutes - 26.8 MB - ★★★★★ - 15 ratings
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Previous Episode: Algorithms behaving badly: explainability in AI & putting humans in the loop to increase trust

Next Episode: Having AI & humans work in tandem to improve employee experiences feat. Josh Miramant & Joe Ciuffo

Are companies collecting the right data for the customer experience? Would people rather chat with a bot or a human? How do companies ensure they reach customers the way they liked to be reached?

In this episode of IBM thinkLeaders podcast, we are joined by guests Ido Bornstein-HaCohen (CEO of Conversocial) & Gabe Larsen (VP of Growth at Kustomer). We talk to Ido and Gabe about using bots to deflect reduce expensive FAQ-type interactions, treating customers as unique individuals as opposed to tickets, and using AI to augment customer service agents and improve the overall customer journey.

Hosted by Amanda Thurston & Emily Winchurch.

Connect with us @IBMthinkLeaders & the guests at:
@IdoHacohen
@Conversocial
@GabeLarsen
@Kustomer
@MandyLewToYou (host)

"[W]e're pretty good at understanding the inputs. But you know, the challenging piece is really understanding the outputs." -Ido Bornstein-HaCohen, CEO of Conversocial

"I think we've got to get better at personalizing, not around the account but at the persona or the industry." -Gabe Larsen, VP of Growth at Kustomer