The AI Consulting Podcast AI Assistants for Agents to Enhance Support and Satisfaction - with Venk Korla of HGS
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Feb 10, 2025 Venkatesh Korla, President and CEO of HGS Americas, joins Daniel Faggella to discuss the transformative power of generative AI in enhancing customer experience. They explore the delicate balance between automation and human empathy, addressing the challenge of AI 'hallucinations.' Venkateh emphasizes leveraging historical customer data to fine-tune AI responses for greater relevance. Real-world examples illustrate how AI can empower human agents and improve service efficiency, creating a more personalized approach to customer support.
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Gen AI Needs Data Boundaries
- Generative AI greatly reduces hallucinations when it summarizes and processes provided data rather than inventing new information.
- Bounding AI within factual, structured knowledge frameworks minimizes risks in customer experience contexts.
Context and Empathy Boost AI
- Provide generative AI context about the customer's journey to improve response relevance.
- Leverage past successful customer interactions and empathetic communication to enhance AI-generated responses.
AI Assists Agents Effectively
- Using Gen AI to deflect simple calls frees agents to focus on complex issues, balancing cost and quality.
- Agent assistance with AI reduces handle time, improves sentiment, and lowers attrition by making agents happier and more effective.