Using AI to Improve Customer Support скачать в хорошем качестве

Using AI to Improve Customer Support

In this discussion with Vince Lynch and Owen McGrath from IV.AI, the conversation centers on helping contact center leaders understand why AI cannot be treated as a simple “as-a-service” product like workforce management or CRM tools. Unlike plug-and-play software, effective AI requires training on an organization’s specific language, customer interactions, and channels to accurately interpret and improve performance. Vince and Owen explain that AI success in the contact center comes from a deliberate, data-driven process—analyzing historical transcripts, identifying key concepts, and targeting the right areas for automation while avoiding those too complex for machines. They caution that rushing to deploy generic AI often leads to poor customer experiences and short-term satisfaction declines, whereas a tailored, expert-guided approach unlocks significant operational insights, smarter automation, and better agent and customer outcomes. Ultimately, they emphasize that AI implementation should start small, be guided by specialists, and evolve iteratively toward long-term value and transformation.