Human Signals

Alvin Rose on How to Avoid AI Disasters in CX

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Join Oliver and Bo live from Customer Contact Week 2024 in Las Vegas as they sit down with Alvin Rose, VP of Client Solutions at SEBPO. Alvin brings over 30 years of experience leading BPO and customer experience

organizations, and shares his insights on how AI is changing the industry and the pitfalls of deploying it before you're ready.

Together, they discuss:

  • The Dangers of Garbage In, Garbage Out: Alvin emphasizes the critical importance of data hygiene and standardization before implementing AI. Without a solid foundation, AI can perpetuate biases and create harmful outcomes.
    • AI's Echo Chamber Effect: AI models can reflect and amplify the biases and trends already present in the data they're trained on, potentially creating echo chambers and exacerbating societal problems.
      • The BPO's Shift: From Labor Arbitrage to Value-Added Solutions: Alvin explains how the BPO industry is evolving from a cost-driven model to one that focuses on providing meaningful solutions and
        • strategic consulting, especially in the back office.
        • Navigating AI Hype and Vendor Overload: How to differentiate between genuine AI advancements and overblown promises, and the importance of focusing on your own data and goals before jumping in.
          • The Ethical Implications of AI: Alvin explores the complex ethical dimensions of AI deployment,
            • particularly in the context of employment and the need to ensure ethical AI outcomes for society.

            Also, be sure to check out Alvin's insightful piece on The Human Equation: https://www.linkedin.com/feed/update/urn:li:activity:7204520192205283328/

            Tune in for a real-world perspective on how AI is transforming customer support, contact centers, and the future of agent roles!


            Episode timestamps:

            0:00 - Introduction

            1:10 - Meet Alvin Rose, VP of Client Solutions at SEBPO

            1:51 - Unpacking the Hype vs. Reality of AI in Customer Support

            3:45 - The Importance of Data Standards and KPIs

            5:53 - Overcoming Bottlenecks in AI Implementation

            6:59 - Navigating Misleading AI Information

            7:36 - Common-Sense Approach to AI Implementation

            8:20 - The Potential for System Integrators

            9:44 - Advice for Forward-Thinking BPOs

            11:11 - Advice for AI Vendors

            12:53 - Defining Success in AI Data Cleansing

            14:39 - Trust and Verify: How to Avoid AI Disasters

            15:45 - CX Evolution: From Cost Center to Value Add

            16:07 - Ethical Considerations of AI Deployment

            18:11 - The Long-Term Outlook for the Contact Center Industry

            19:41 - The Super BPO: A Monopoly Scenario?

            21:43 - The Human Equation in AI

            23:25 - Outro


            Keywords: Customer Experience, Customer Support, CX, AI

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            Human SignalsBy Bo DellaMaria and Oliver Song