Can using generative AI and natural language processing make AI agents really be empathetic, personal and proactive? Can they answer the questions that we have without human agent intervention? Listen to host Albert Lawrence, Jeannie Walters, customer experience speaker and trainer, and Morgan Carroll, senior AI engineer at IBM, as they discuss the use of virtual agents, artificial intelligence and generative AI in customer service. Learn why transparency and honesty are important when using AI assistants and chatbots, and how best you can use data and AI to predict and prevent customer issues.

The opinions expressed in this podcast are solely those of the participants and do not necessarily reflect the views of IBM or any other organization or entity.