The Role Of Conversational AI In The Enterprise - Dan Miller - Conversations That Matter - Episode #53

Conversations That Matter, a podcast from Uniphore

Today’s guest on Conversations that matter is an AI expert who coined the term "Conversational Commerce". With over 37 years of experience as an analyst, he’s seen the ins and outs of the industry, and has watched it mature. Our guest this week is none other than Lead Analyst & Founder at Opus Research, Dan Miller. Dan joins host Randy Ksar at Uniphore’s offices in sunny Palo Alto for an in-person conversation about the role of AI in the enterprise. In this episode we’ll explore why AI won’t be taking your job, strategies for implementation, and what the future of AI enabled employees looks like.

Takeaways:

• Many people view conversational AI as a replacement for human agents. In reality, conversational AI is a tool that should speed up a customer journey, or help enable agents to do their job more effectively.
• One valuable use case for AI in the enterprise is post screening calls. Old transcripts and recordings can be fed to AI to have it generate a review of call topics.
• AI is not going to replace your job. While models like Chat GPT can write lots of text with confidence and proper grammatical structure, much of what it writes is inaccurate. These tools will require oversight of a trained professional to flag what is inaccurate.
• With self service technologies, you need to go beyond just providing an answer for a question. The best models are able to understand the context behind a users question, find other relevant areas, and then walk the user through those as well.
• When implementing AI tools in a business, you need to be proactive about reducing redundancy. The drive to implement a new AI tool may come from different departments. Without oversight, you may end up with multiple tools that are very similar.
• There are a few advantages with going to a platform based AI solution. A platform gives you solutions that are purpose-built, ease of use as you don’t need to build the bot yourself, and consistency across departments.
• The main advantage of automation is its ability to free up expensive well trained groups from repetitive tasks. A financial advisor doesn’t need to be assisting with password resets or transfer statuses, when that time could be spent where it is most needed.

Quote of the Show:

• “Part of the story of automation is to free up both expensive and well-trained groups to not get bogged down in repetitive low value stuff.” - Dan Miller

Links:

• Twitter: https://twitter.com/dnm54
• LinkedIn: https://www.linkedin.com/in/danmiller/
• Website: https://opusresearch.net/wordpress/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M