In this episode of the AI Agents Podcast, Demetri Panici sits down with Alan Ranger, VP of Marketing at Cognigy, to explore how AI is transforming customer service through AI agents.

Alan shares how Cognigy’s conversational AI platform is redefining inbound and outbound customer interactions—empowering businesses to deploy intelligent, human-like AI agents that automate routine tasks, reduce wait times, and improve the overall customer experience.

From replacing outdated IVR systems to co-piloting customer service reps through real-time interactions, Cognigy is helping some of the world's largest enterprises unlock scalable, customer-first solutions.

Alan also dives into the real-world impact of large language models on the customer service landscape, including automation of call center operations, intelligent return management in retail, and hyper-personalized engagements in direct-to-consumer marketing.

He shares insights on how companies can adopt AI agents without compromising on compliance or data security, and highlights the critical role customer experience plays in staying ahead.

If you're interested in the future of AI in customer support, sales, or marketing, this episode is packed with forward-thinking strategies and practical applications.

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⏰ TIMESTAMPS:

0:00 - How AI Agents Handle Returns

1:00 - Introducing Cognigy and Alan Ranger

2:10 - The Evolution of Customer Experience

3:25 - Revolutionizing Contact Centers with AI

5:00 - Building Scalable AI Agents

8:10 - Leveraging LLMs for Real Conversations

12:00 - Outbound AI Agents in Sales

16:20 - Improving Voice Interactions with AI

21:00 - Adoption of AI Across Enterprises

25:55 - The Future of Websites as Chat Interfaces

33:20 - AI Agents and Internal Company Use Cases

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