Operationalizing AI in the pursuit of improved customer and employee experiences, better service

“Making it actually work for your business,” is how Rob McDougall, CEO of Upstream Works describes Operationalizing AI. Rob lays out Upstream’s vision of AI, “…not yet another complex silo in the (already complex) contact center technology stack, but as a working part of the technologies that bring agent and customer together with a view to time, content, and effectiveness. “We focus on the enterprise contact center,” adds McDougall, noting, “Our goal is to make it all work and make it seamless to the agent.”

On this podcast, we get an update on how Upstream Works is helping their clients apply AI and other technologies to not only deliver great contact center experiences but also improved CX across the company. We learn about a unique way the Upstream has transformed the way agents and customers interact, across the globe, at United Airlines. We learn how AI has helped United solve the problem of when and where to have agents, by making remote agents available- and to solve language barriers as well! Many industries, such as healthcare, could also benefit from this method of using Generative AI. We also learn how the United Airlines story began, in part, because of Upstream’s extensive experience with enterprise who use Cisco to power their contact center operations.

Learn More

Visit upstreamworks.com

NBC features United Airlines Agent on Demand Service with Upstream Works and Cisco - United Airlines Sought to Redefine Its Customer Service - Upstream Works Delivered a Game-Changer. View the Agent On Demand highlights and the NBC link here: https://www.upstreamworks.com/nbc-chicago-features-united-airlines

A Customer View | United Airlines Agent on Demand Service- An actual customer view using United's Agent on Demand service and features our CRO, Jeff Palmer using his cell phone to capture a video. https://www.upstreamworks.com/united-lounge-aod-bl