AI and machine learning, like many similar technologies, have sometimes been viewed with dread as possibly another step forward that somehow diminishes customer experiences and devalues labor. But in this podcast Michelle Randall, CMO, Playvox, argues that AI may hold the key to improve the satisfaction levels of employees and thereby improve customer experiences. In this second of two podcasts, we learn about Playvox’s differentiated approach to deploying AI as a way of improving efficiencies, cutting costs, but improving the employee experiences when leveraged to optimize scheduling. Playvox also can analyze customer sentiment, invaluable in a company’s visibility to everything from detecting product issues and customers concerns to understanding how to better match team members with anticipated challenges. “AI is a journey, not a one and done answer,” adds Randall.

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