Ep.15 - Optimizing CX with AI Routing - Ain Chishty

Ain Chishty discusses the evolution of AI in customer experience, particularly in contact centers. He highlights the importance of optimizing business outcomes through AI, categorizing AI applications into automation, augmentation, and optimization. Ain emphasizes the significance of understanding customer journeys and personas in engineering design, advocating for a culture of customer centricity within engineering teams to ensure that products meet user needs effectively.

Jochem and Ain In this conversation the importance of a user-centric engineering culture, the significance of understanding user pain points, and the methodologies used in journey mapping and defining user personas. He emphasizes the need for quantifying the impact of customer experience and the balance between revenue generation and cost optimization in contact centers. The discussion also touches on the evolving role of AI in customer interactions, generational preferences in communication, and best practices for optimizing customer experience in large organizations.

Guest Bio

Ain is the EVP of Engineering and Technology at Affinity. They have been pioneering AI and CX since 2006 - Ain’s journey into computer engineering started all the way back in eighth grade, driven by a passion for elegant object design and the magic of coding. With a laser focus on building scalable, resilient, and customer-centric software solutions, Ain has shaped products that solve complex challenges and transform user experiences—particularly in the contact center space.

Chapters

00:00 The Evolution of AI in Customer Experience

13:07 Optimizing Business Outcomes with AI

20:04 Engineering Mindset: Customer-Centric Design

30:02 Building a Culture of Customer Centricity

36:32 Journey Mapping and Use Cases

42:59 Revenue vs. Cost Optimization in Contact Centers

52:00 Generational Preferences in Customer Interactions

01:01:00 Best Practices for Optimizing Customer Experience

Jochem’s Profile - ⁠⁠https://www.linkedin.com/in/jochemvanderveer/⁠⁠

Ain’s Profile - https://www.linkedin.com/in/ain-chishty/