Dan Redman joins Michelle Ockers to discuss the development and implementation of a conversational AI coaching tool to improve performance in HSBC's contact centres. The tool has largely replaced face-to-face role plays with AI-powered simulations. This provides employees with a safe environment for on-demand skill practice with immediate AI feedback, and the option of sharing with managers for additional feedback.
Host: Michelle Ockers
Transcript and related resources: https://learninguncut.global/podcast/149/
Podcast information and more episodes: https://learninguncut.global/podcast/
