The AI in Business Podcast
Enhancing Customer Engagement with AI-Driven Solutions - with Robert Rose of Adobe
Mar 11, 2025
Robert Rose, Senior Director of North America Customer Support at Adobe, dives into the fascinating world of AI in customer engagement. He discusses the evolution of AI-driven bots, highlighting their progression from simple tools to advanced systems capable of understanding customer emotions. The conversation touches on the need for transparency in AI interactions and the challenge of balancing automation with human elements. Also explored are the cautious yet exciting steps towards integrating generative AI, particularly in sensitive industries.
20:05
Episode guests
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
Quick takeaways
- AI-driven customer service has evolved from basic bots to sophisticated systems that recognize emotions and adapt responses over time.
- Organizations face the challenge of balancing automation with human interaction to maintain customer trust while utilizing advanced AI techniques.
Deep dives
Evolution of AI in Customer Interactions
AI technology in customer service has undergone significant transformation, moving from basic bots to advanced systems capable of understanding customer emotions and improving their responses over time. As organizations adopt these AI-driven solutions, they face challenges concerning their human-like interactions, which can sometimes feel contrived. Customers often desire human connection, so there's a tendency for them to insist on speaking with a live representative when interacting with a bot. Despite these hurdles, AI's evolving capabilities are increasingly appreciated, indicating a promising future for enhanced customer experiences.
Remember Everything You Learn from Podcasts
Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.
