In this episode, host John Walter and HumanFirst CEO, Gregory Whiteside discuss the following topics: Evolution of Customer Support Technologies: Gregory Whiteside discusses the transformation in customer support through the integration of AI and large language models.Agent Augmentation and Live Chat Platforms: The podcast delves into how HumanFirst initially focused on agent augmentation, integrating AI with live chat platforms like ZenDesk and Intercom to enhance agent performance.Natural Language Understanding (NLU): There's a significant focus on NLU's role in AI, particularly how it classifies text data into various labels or intents based on customer interactions.Custom Taxonomies in AI: The episode emphasizes the importance of developing custom taxonomies to tailor AI solutions to specific business realities and customer conversations.Data Transformation for AI Training: The discussion includes how unstructured data is transformed into high-quality training data for natural language understanding.Prompt Engineering in AI: Gregory talks about the use of prompt engineering to leverage large language models more effectively in AI applications.Impact of Large Language Models like GPT-3 and GPT-4: The podcast covers the effects these models have had on the industry and how they're shaping the future of AI in customer support.AI's Influence on Outsourcing and BPOs: The episode touches upon how AI and automation are increasingly being integrated into Business Process Outsourcing (BPOs) and the outsourcing sector.Additional Resources:Connect with Gregory Whiteside on LinkedIn: https://www.linkedin.com/in/gregory-whiteside/Discover more about HumanFirst: https://www.humanfirst.ai/Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode, host John Walter talks with Braden Ream, the co-founder and CEO of Voiceflow. They delve into the evolution of conversation design with the advent of large language models. Braden shares insights into the shift from traditional methods to AI-driven approaches and discusses how Voiceflow is pioneering in this space. The discussion also touches upon the emerging trends in outsourcing and BPOs, highlighting the integration of AI in these sectors.Additional Resources:Connect with Braden Ream on LinkedIn: https://www.linkedin.com/in/braden-ream/Learn more about Voiceflow: https://www.voiceflow.com/Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode of the CX, AI, and Outsourcing podcast, host John Walter talks with Amitayu Basu, co-founder and CEO of NUMR. The discussion delves into measuring customer loyalty in the era of big data and AI. Amitayu shares insights on customer emotions' impact on loyalty, the significance of the Net Promoter System, and NUMR's role in advancing customer experience analytics. They explore the evolution of customer feedback methods, transitioning from surveys to AI-driven conversations, and how NUMR leverages operational data for proactive customer support. Additional Resources:Connect with Amitayu Basu on LinkedIn: https://www.linkedin.com/in/amitayubasu/Learn more about NUMR: https://www.numrcxm.com/contact-us Connect with John Walter on LinkedIn: https://www.linkedin.com/in/jowalter/

In this episode of the CX, AI, and Outsourcing Podcast, host John Walter welcomes Chris Crosby for his second appearance on the show.  Chris shares his extensive experience and observations on the rapid evolution of AI technologies like ChatGPT, highlighting their transformative impact on customer support. He offers valuable insights from OpenAI's DevDay, discussing the potential of custom GPT models and their application in enhancing customer experience. Additionally, Chris explores the strategic integration of AI in contact center operations, emphasizing the balance between innovation and operational efficiency, and discusses his decision to use Zoom as a C-Cast platform for its AI capabilities. Throughout the conversation, Chris forecasts the future of AI in customer service.Additional Resources:To connect with Chris Crosby and learn more about his work, visit his LinkedIn profile: https://www.linkedin.com/in/chriscrosby/Discover more about InflectionCX: https://www.inflection.cx/Discover more about Xaqt: https://www.xaqt.com/To connect with John Walter, visit his LinkedIn profile: https://www.linkedin.com/in/jowalter/

In this episode of the CX AI and Outsourcing Podcast, host John Walter engages with Juanita Coley, a renowned figure in workforce management. Juanita, known for her deep understanding of employee experience, shares her journey from a call center agent to a consultant at Solid Rock Consulting. The discussion delves into the intricacies of employee experience, its influence on customer support, and strategies for nurturing a positive and productive workplace. Outline:Introduction to Juanita ColeyJohn Walter's admiration for Juanita's content and influence.Juanita's background as a call center agent and her journey towards workforce management.The Genesis of Juanita's CareerStarting in the call center during high school.The impact of early experiences on her passion for employee experience.Defining Employee ExperienceJuanita's perspective on what constitutes a genuine employee experience.The significance of employee perception beyond company statements and policies.The Interconnection of Employee and Customer ExperienceHow employee satisfaction directly impacts customer interactions and service quality.The importance of aligning company strategies with employee well-being.Career Advancement and Employee DevelopmentThe role of micro-training and clear career pathways in employee growth.Addressing the gap between skills and leadership in workforce management.The Influence of Purpose and VisionThe critical role of purpose in driving employee motivation and customer satisfaction.Juanita's approach to consulting through the lens of workforce management.Empowering Employees in a Commoditized IndustryChallenges and strategies in enhancing employee experience in outsourced environments.The balance between operational efficiency and employee fulfillment.Conclusion and Contact InformationJohn's closing thoughts and appreciation for Juanita's insights.How to connect with Juanita for further guidance and expertise.To follow Juanita on LinkedIn, here's her profile: https://www.linkedin.com/in/juanitacoley/To learn more about Solid Rock Consulting, here's a link: https://solidrockco.net/To follow John on LinkedIn, here's his profile:https://www.linkedin.com/in/jowalter/

In this episode we delve into the world of conversational AI with Nikola Merckseck, co-founder and CEO of PolyAI. With a rich background in machine learning and natural language processing, including a stint at Apple, Nikola brings unique insights into the evolving landscape of customer support technology. Listen as we explore the challenges, innovations, and future of AI in voice customer support.Outline of conversationIntroduction to Nikola and PolyAI: Background on Nikola's journey, from academia to co-founding PolyAI, and the company's focus on conversational AI for customer support.PolyAI's Business Model and Market Focus: Discussion on why PolyAI chose to operate in both the UK and the US, and their decision to establish an office in New York City over San Francisco.The Origin and Evolution of PolyAI: Insight into the founding of PolyAI, the role of deep learning and language models in their technology, and the significance of the transformer model in AI development.Challenges in Conversational AI Development: An examination of the progression from traditional chatbot designs to advanced large language models, and the unique challenges in voice-based AI systems.Impact of AI on Customer Support Industry: How PolyAI's technology is addressing labor shortages in call centers and changing the dynamics of customer support.The Human Aspect in AI-Driven Customer Support: Discussion on the balance between AI automation and human touch in customer service, and the role of AI in reducing agent attrition.Future Trends and Possibilities in AI: Speculations on the future integration of AI in customer service, including the potential role of consumer voice assistants like Siri and Alexa.Closing Thoughts and PolyAI’s Vision: Final remarks on the importance of customer experience in AI deployment and the future directions of PolyAI.Link to PolyAI's website.Link to Nikola's LinkedIn profile. Link to John's LinkedIn profile. Link to prior episode with a PolyAI customer -- Episode 4: How Landry's uses conversational AL to improve customer experience, with Brian Jeppesen.

Join us for this episode of CX, AI, and Outsourcing, where we sit down with Chris Hand, CTO of Mark II Ventures, to evaluate the seismic shifts in AI following OpenAI's Dev Day keynote. We discuss AI's burgeoning role in SaaS and customer support, the evolution of software development, and strategic business insights for budding entrepreneurs.  To learn more about Mark II Ventures, here's a link to their website: https://www.mark2ventures.com/To learn more about the guest Chris Hand, here he is on LinkedIn: https://www.linkedin.com/in/christopher-hand/To learn more about the host, John Walter, here he is on LinkedIn:https://www.linkedin.com/in/jowalter/

Dive into the innovative world of gig CX with Nate Nammour from ShyftOff in this episode of the CX AI and Outsourcing podcast. Host John Walter explores the approach of ShyftOff uses for customer support, distinguishing it from traditional BPO services. Uncover how their unique model leverages a remote workforce, the utilization of AI for recruiting, and an efficient e-learning-based training methodology. Nate sheds light on the benefits of their model, including improved agent flexibility, performance management, and cost-effectiveness. To learn more about ShyftOff, visit their website: https://www.shyftoff.com/To connect with Nate Nammour, find him on LinkedIn: https://www.linkedin.com/in/natenammour/To learn more about the host, John Walter, visit his LinkedIn profile: https://www.linkedin.com/in/jowalter/

BIPA is the currently the most important topic in customer support. It's a pitfall for all companies that are running customer voices through AI systems. In short,  this legislation imposes a penalty every time a person's voiceprint is captured without written consent. The penalty is $1,000 for every negligent violation, and $5,000 for every reckless or intentional violation.This episode is an explanation of BIPA from a customer support perspective.  To follow the host, John Walter, on LinkedIn, here's his profile: https://www.linkedin.com/in/jowalter/To read an article John wrote about BIPA on LinkedIn, see here: Billion Dollar Voiceprints -- Don't Fall Into the BIPA Trap

This episode is a conversation with Rob Dwyer.  He’s the vice president of customer engagement at Happitu. And host of the Next in Queue podcast. Happitu is a speech analytics and scripting platform. It analyzes 100% of your interactions and highlights what your customers experience.To connect with the guest, Rob, here's his LinkedIn page: https://www.linkedin.com/in/j-robert-dwyer/To learn more about Happitu, here's the website: https://happitu.com/To connect the host, John, here's his LinkedIn page: https://www.linkedin.com/in/jowalter/

This episode is a conversation with Bradley Metrock. Bradley is a General Partner at Project Voice Capital Partners, a venture capital firm focused on the conversational AI industry. He also leads the annual Project Voice Conference and hosts the podcast This Week in Voice. Bradley's LinkedIn Profile: https://www.linkedin.com/in/bradleymetrock/Project Voice Capital Partners: https://www.pvcp.vc/Project Voice Conference: https://www.projectvoice.ai/annual-conferenceThis Week in Voice: https://www.thisweekinvoice.com/John's LinkedIn Profile: https://www.linkedin.com/in/jowalter/

This episode is a conversation with Clinton Cohen, CEO of iContact, a BPO in South Africa. We talk about South Africa as announcers destination. And we also share our thoughts on the state of AI in the outsource industry. To learn more about iContact, here's a link to their website: https://www.icontactbpo.com/To learn more about Clinton Cohen, here's his LinkedIn Profile: https://www.linkedin.com/in/clinton-cohen/To learn more about the host, John Walter, here's a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Infinitus systems is one of the most important companies to watch in the conversational AI (CAI) space. They're creatively using CAI to efficiently transfer data through our healthcare system. It's particularly interesting how Infinitus has a long-term goal of standardizing the transmission of healthcare data. And how they are using CAI as a stepping stone to get there.In this episode, we have a conversation with the founder of Infinitus Systems, Ankit Jain. We discuss the origins of the company, what it does today, and what it strives to accomplish long-term. We also dive into the story of Ankit's family immigrating to America and his path to becoming an entrepreneur. At the end of the episode, we play a recording of the Infinitus digital assistant, Eva, making a benefit verification call.To learn more about Infinitus, here's a link to their website: https://www.infinitus.ai/To hear the recording of Adriana, referenced in the episode, here is a link to Ankit's LinkedIn Post: https://www.linkedin.com/posts/jainankit_ridiculous-activity-7102085066100518912-ntjz?utm_source=share&utm_medium=member_desktopTo follow Ankit on LinkedIn, here's a link to his profile: https://www.linkedin.com/in/jainankit/To follow the host, John Walter, on LinkedIn, here's a link to his profile: https://www.linkedin.com/in/jowalter/

This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT).  We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center.Irina regularly provides insightful content on that LinkedIn. To keep track, you can follow her account here: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/The host, John Walter, can be found on LinkedIn here: https://www.linkedin.com/in/jowalter/

Today's guest is Chafik Abdellaoui, the Workforce Planning Lead at Autodesk. We have a conversation on the use of AI by customer support teams that are primarily engaged in sales.To learn more about Chafik, his LinkedIn profile is here: https://www.linkedin.com/in/chafikabdellaoui/To learn more about John, his LinkedIn profile is here: https://www.linkedin.com/in/jowalter/

In this episode, John Walter has a conversation with Simon Kriss about the impact AI is having on the customer support labor force. They also discuss what they view as the most important topics at the intersection of AI and customer support today. This largely focuses on data privacy in the voice support context and the use of chatbots in digital support.To learn more about Simon Kriss, here's his LinkedIn profile: https://www.linkedin.com/in/simonkriss/To learn more about John Walter, here's his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Marbue Brown has experience leading CX teams at Chase, Microsoft, and Amazon. He is also the author of the book "Blueprint for Customer Obsession" and produces insightful content about the use of AI in customer experience. In this episode, we have a conversation about using AI to provide customers with a personalized experience. Marbue also talks about a new CX metric he is developing called the "Customer Obsession Barometer." Due to Marbue's extensive CX experience, and academic background in mathematics and statistics, I highly anticipate the public reveal of this metric.  Meanwhile, if you would like to connect with Marbue, here is a link to his LinkedIn profile: https://www.linkedin.com/in/marbuebrown/Here is a link to Marbue's consulting firm, The Customer Obsession Advantage: https://www.customerobsession.net/ And here is a link to Marbue's book, "Blueprint for Customer Obsession" :https://www.amazon.com/Blueprint-Customer-Obsession-Marbue-Brown/dp/1662858507/ref=sr_1_1?crid=3929UT7WBGISL&keywords=blueprint+for+customer+obsession&qid=1694120516&sprefix=blueprint+for+customer+obsession%2Caps%2C103&sr=8-1To connect with the host, John Walter, here is his LinkedIn profile: https://www.linkedin.com/in/jowalter/

Immediate reduces agent turnover by allowing employees to access their earned wages. This logical solution provides a financial cushion for employees that would otherwise need to rely on predatory lenders, such as credit cards or payday loans. The reduced financial stress among employees leads to increased productivity and is proven to reduce attrition.Immediate does not charge enrolled employees any fees or interest for transactions made with through the Immediate debit card. To learn more about Immediate, here is a link to the website:  https://joinimmediate.com/To learn more about Immediate's CEO, Matt Pierce, here is his LinkedIn profile: https://www.linkedin.com/in/piercmb/To learn more about this show's host, John Walter, here is his LinkedIn profile: https://www.linkedin.com/in/jowalter/

This episode is an interview with data privacy lawyer, Benjamin Perry from the international law firm Ogletree Deakins. We have a general discussion about biometric data privacy risk, with particular focus on the Illinois Biometric Data Privacy Act (BIPA).To learn more about or connect with the guest Ben Perry, here is a link to his LinkedIn profile: https://www.linkedin.com/in/perrybenjamin/ To learn more about or connect with the host John Walter, here is a link to his LinkedIn profile: https://www.linkedin.com/in/jowalter/

This episode proposes best practices for CX leaders navigating the issue of large language model (LLM) hallucination. It was inspired by (1) conversations with several customer support and AI leaders, and (2) research on the recent failure by the chatbot used by the National Eating Disorders Association (NEDA).  To briefly summarize, CX leaders should: Distinguish between (1) the risk of LLM hallucinations that occur during normal usage, and (2) hallucinations that are intentionally triggered by angry customers or trolls. Address these two type of of hallucination in the contract, by shifting greater risk upon the AI vendor for the former, and less risk upon the AI vendor for the latter.Have conversations with senior leadership to ensure everyone is onboard to confront intentionally triggered hallucinations. Use cell phone verification via text message for chats that you suspect may be trying to trigger hallucination.Potentially use the discovery process allowed during litigation to clear a company's reputation in the event of intentionally triggered hallucination. This show is hosted by John Walter. He is the COO of ZMAXINC, which has been advising large brands on the selection of human agent outsource vendors for 27 years. Today the company also advises on the selection of AI vendors. John is also an attorney and a member of the AI, Big Data, and E-Privacy committees of the American Bar Association.To contact or follow John on LinkedIn, here is a link to his profile: https://www.linkedin.com/in/jowalter/To learn more about ZMAXINC,  here is a link to the company website:  https://www.zmaxinc.com/