In this engaging discussion, Josh Haddock, Director of Contact Center Technology at Herbalife, shares insights on enhancing customer and distributor support using AI. He emphasizes the importance of understanding the entire customer journey for effective engagement. Josh contrasts Herbalife's service-oriented approach with more transactional financial services. He highlights how AI improves internal efficiencies, like call summarization, while also addressing the transparency challenges associated with deploying generative AI to distributors. Personalization, he explains, goes beyond just names.
