AI Ireland with Mark Kelly E170 'Enhancing Call Centre Efficiency with AI' with Ardanis' Stefan Goor and JC Durbin
Nov 12, 2024
Stefan Goor, Group CIO at Ardanis, and JC Durbin, Head of AI Innovation, share insights on harnessing AI to revolutionize call centers. They discuss how their platform, Aileen, enhances scalability and agent satisfaction, delivering 99% accuracy that surpasses human performance. The duo emphasizes a customized approach to AI that aligns with client needs, reducing human error and enhancing processes. By focusing on value-driven innovation, they highlight the transformative potential of AI in regulated industries.
AI Snips
Chapters
Transcript
Episode notes
Start With Problem-Driven AI Platforms
- Build AI as a controllable, modular platform that integrates into existing systems like Zendesk or Salesforce.
- Focus on solving specific customer problems first, then productize the solution for repeatable value.
AI Benefits Customers, Agents And Business
- Applying AI in contact centers improves customer experience, agent wellbeing, and company scalability simultaneously.
- AI can identify vulnerable customers and route complex cases to trained staff, reducing agent burnout.
Automate Repetition, Amplify Human Work
- Use AI to remove repetitive drudgery so agents can focus on high-value, empathetic work.
- Let AI present suggested answers and context to accelerate onboarding and improve job quality.