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August 19, 2020 – Duration: 28:50
Artificial intelligence (AI) has changed the game for numerous industries. In the contact center, it can deliver customer-centric service at scale by better understanding people. But to truly appreciate its scope, you need to look beyond the technical capabilities. In this episode, resident Business Consulting Director Charlie Godfrey shares real-world stories of AI successes and areas it impacts. He breaks things down into four main components: Listen, Understand & Predict, Act and Learn. After this episode, you’ll have actionable advice and resources that show you where to get started with AI.
Charlie Godfrey is a Director of Strategic Business Consulting – Intelligent CX Journeys at Genesys. He has over 20 years of experience in contact center management and customer experience design. He has held positions of thought leadership in both technical and business organizations. Charlie was a Genesys customer prior to joining the company 8 years ago. Since coming to Genesys, he has worked with some of our largest customers to help them set their strategy, design differentiated customer experiences, and get the most value from their Genesys platform.
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