In this episode, Miriam explores AI's transformative role in customer service. She discusses balancing automation with human interaction and the importance of effective training. Key metrics for call center productivity and industry trends are covered, along with strategies and tools for enhancing productivity with AI. Practical applications, including Genesys Cloud Social for better customer engagement, are highlighted. Miriam also examines the South African BPO sector's response to U.S. tensions, offering a regional perspective. The episode concludes with closing remarks and a subscription reminder.

(0:00) Introduction to artificial intelligence in customer service and insights

(1:26) Balancing automation with human interaction and the importance of training

(2:11) Key metrics for call center productivity and trends

(3:34) Strategies and tools for enhancing call center productivity with AI

(6:23) Leveraging Genesys Cloud Social for customer engagement

(9:01) Analyzing the South African BPO sector's response to U.S. tensions

(10:48) Closing remarks and subscription reminder