No Hold Time

Why do we work in the customer experience space? This is the question that spawned this podcast. In this one, Brian, David and Eric each share why they decided to work in this industry. Short answer, they're consumers, like everyone else. For the long answer, check out this episode and see if they're experiences sound familiar to you.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

It's a simple question but one we get a lot. Is it just voice? Just chat? Is it just a new term for IVR? In this episode, Brian, David and Eric describe virtual agents by first outlining the history of automation technology in the customer service space. Then they share why intelligent virtual agents (IVAs) are different than IVR or chatbots and talk about the experience these new tools create.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Today's topic is real-world use cases of conversational AI. The guys talk about their personal favorite experiences with AI in automation and customer service. Then they share examples and stories from their own clients. This episode breaks away from theory and reveals how businesses are actually using conversational AI today.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Let's dive into trends. Recently, David attended a conference and was excited to share what he learned with Brian and Eric. When he was done sharing, they told him, "old news." Many people try to get attention by sharing new "trends," but what's really new and what's just more of the same? Our hosts share what they believe is actually coming in 2024. Some trends include how AI will create better experiences for employees, the reality of omnichannel interactions, and whether AI will start replacing human agents in the next year.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

In this episode, Brian, David and Eric talk about the "coldest topic in America," generative AI. You can't go to a business event - or even an online forum - without hearing about gen AI. These guys talk about the history of what came before gen AI. Then they dive into ideas about how to use this revolutionary technology to improve your customer experience. It's not just for creating content.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

How can you make your automation technology sound more like a human? And if you can, should you do it? Brian, David and Eric talk all about natural language, including developments in generative AI, the evolution of IVR, and the concept of the "uncanny valley."

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

Brian, David and Eric talk about why they've dedicated their lives to improving customer experiences, and they discuss how the newest wave of AI is impacting their lives and careers.

Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.