The AI in Business Podcast Rethinking Customer Experiences with AI-Driven Conversations - with Alan Ranger of Cognigy
4 snips
Jun 5, 2025 Alan Ranger, CMO of Cognigy, shares insights on the evolution of customer service with AI. He highlights the shift from simple chatbots to advanced, agentic systems that enhance human agents' roles. The discussion underscores the importance of choosing the right AI partner and the need for effective governance in AI implementation. Ranger emphasizes that AI should not only meet customer expectations but also streamline interactions across industries like telecom, retail, and finance, paving the way for more personalized service.
AI Snips
Chapters
Transcript
Episode notes
Critical Agent Churn Challenge
- Post-pandemic, agent churn is a critical challenge, worsening under-resourcing in contact centers.
- Consumer and C-suite pressures collide amid legacy tech, heightening demand for better service delivery.
Evolution to Agentic AI
- AI in contact centers has evolved from early chatbots to agentic AI capable of end-to-end task completion.
- An insurance company uses AI agents to verify callers, understand intent, access legacy systems, and escalate when needed.
AI Agents Switch Roles Seamlessly
- AI agents now shift roles fluidly between chatbot, co-pilot, and autonomous agent.
- This role-switching enables seamless customer handovers and supports human agents with rich context.