Glenn Nethercutt

Glenn Nethercutt, Chief Technology Officer at Genesys, shares insights on the evolution of customer service through generative AI. He highlights why traditional chatbots are falling out of favor and discusses the rise of empathetic AI agents that enhance user experience. The conversation delves into the surprising ROI of AI in customer service and the challenges of disjointed systems. Glenn also examines trends like accent modulation in voice AI, which aim to improve communication across diverse audiences.