Ricardo Herreros-Symons and Marc Bernstein explore the rapidly evolving world of contact center AI, from real-time automation to the next frontier of seamless, natural-sounding conversations. They discuss how AI is enhancing agent performance, handling complex interactions, and redefining customer service. Together, they examine the balance between cutting-edge speech recognition technology and maintaining human-like interactions, highlighting what’s next for AI in the contact center space.

Timestamps:

00:00 Introduction

01:10 Contact Center AI

03:40 AI Intelligence

07:35 Natural Language

10:45 Getting it Right with AI

17:45 Speechmatics

22:40 Speechmatics Demo

26:35 Automated Use Cases

30:15 AI in 3 Years

Kishlaya Sharma and Marc Bernstein discuss the future of AI, back-office automation, and the delicate balance between leveraging cutting-edge technology while keeping the humanness in the contact center.

Timestamps:

00:00 Bling Introduction

07:25 Unified Platforms

10:12 Bling's Approach

14:00 AI in Communications

17:25 AI Agents vs. Human Agents

20:20 LLM's at Bling

26:30 Relinquishing Control

33:13 AI in 3 Years

Etie Hertz and Marc Bernstein discuss Loris' customer insights, quality assurance, agent copilot and more.

Timestamps:

00:00 Loris Introduction & Startup Life

05:45 Loris' Growth

11:00 Automating Volume

15:15 Loris Value Propositions

22:30 Sentiment Analysis

28:30 Agent Copilot & Customer Success

34:10 Loris' Future & AI in 3 Years

Bobby Hakimi and Marc Bernstein discuss Convoso's AI capabilities, automated call assistants, prompt engineering, and more.

Timestamps:

00:00 Introduction

00:55 Convoso & AI Capabilities

05:00 Automated Call Assistants

07:15 Support Use Cases

08:23 Prompt Engineering

14:30 Convoso's AI Roadmap

22:10 AI in 3 Years

Tom Laird and Marc Bernstein discuss OttoQA's capabilities, LLM approach vs. keyword approach, and calibration & QA workflows.

Timestamps:

00:00 OttoQA Beginnings & AI Experience

08:00 LLM Approach vs. Keyword Approach

11:00 Customer Experience

15:00 OttoQA Capabilities

24:15 Calibration & QA Workflow

34:05 OttoQA & AI in 3 Years

Davit Baghdasaryan and Marc Bernstein discuss Krisp's incredible noise cancelling technology, customer wins, and the talk around AI Agents vs. Human Agents.

Timestamps:

00:00 Growing Up Outside of the US

03:34 Teachings from Silicon Valley

05:52 Krisp's Technology

09:32 AI Build Path

12:47 Krisp's Wins

20:06 Customer Wins

22:32 AI Agents vs. Human Agents

29:30 AI in 3 Years

Blair and Marc discuss the convergence of contact center technologies, the new professional agent, Chick-fil-A CX missteps, and best practices for companies focusing on engagement.

Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of BCStrategies. With over 20 years experience as an industry analyst, she is a frequent speaker and participant in industry conferences, webinars, podcasts, and other events to help educate customers, solution providers, channel partners, investors, and others about the evolving Unified Communications and Collaboration and contact center markets.

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Learn more about Balto: balto.ai

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Megan and Marc discuss lessons from theater, the power of mindfulness and empathy, and new digital frontiers for managing successful CX.

Megan Merrick is a passionate advocate for building unrivaled customer experiences for companies. She is currently championing this pursuit as Head of CX at Candy Digital, a digital collectables company that works with household names like the MLB, WWE, and Netflix. Megan was recently recognized as a CCW 2022 Next Generation Leader.

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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/

Learn more about Balto: balto.ai

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Send in a voice message: https://anchor.fm/marcbernstein/message

Eric and Marc discuss methods for thoughtful decision-making, the trials and tribulations of building a virtual contact center, and nurturing agent growth and development for resounding success.

Eric Sims is an entrepreneur and interventionist who helps business owners recover from their addiction to old ways of doing business. Since 2018, he has led the booming growth of Leading Edge Connections, a fully virtual outsourced contact center and solutions company that helps businesses gain and retain customers.

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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/

Learn more about Balto: balto.ai

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Juanita and Marc discuss the power dynamic between agents and customers, the importance of maintaining a connection to technology, and how honing in on the human experience transforms the contact center.

Juanita Coley, a.k.a. The Contact Center Whisperer, is the founder of Solid Rock Consulting, whose mission is to normalize women in tech and leadership roles. Her 14 year career began as a call center agent and has progressed to a consulting role, bringing new efficiencies and optimizations to corporations and household brands like United Health Care, Optum, Walgreens, Liberty Medical, and many more.

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Follow Marc on LinkedIn: https://www.linkedin.com/in/baltoceo/

Learn more about Balto: balto.ai

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Send in a voice message: https://anchor.fm/marcbernstein/message