The AI in Business Podcast Enhancing Customer Engagement with AI-Driven Solutions - with Robert Rose of Adobe
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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.
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AI Evolution in Customer Interactions
- AI-driven bots are evolving from basic tools to sophisticated systems.
- These bots can now detect customer emotions and improve responses over time.
Bypassing Bots
- Customers often try to bypass bots by repeatedly asking for a "representative".
- However, bots are improving, tapping into deeper data, and sensing emotions better.
Bot Transparency vs. Imitation
- Companies are debating between making bots more human-like or being transparent about their bot nature.
- The decision depends on whether imitation or transparency is more effective.