AI Is Quietly Revolutionizing Contact Centers—Are You Ready?

Cory Gundberg has over 20 of experience in operations, digital transformation, and technology leadership. He has held key roles across major industries, including healthcare and retail.

Most recently he was the COO at Optum Financial. Prior to that he held leadership roles at OptumRx and Walmart. He is passionate about leveraging technoloyg, innovation, and operational excellence to deliver great customer experiences.

Cory and I recently sat down to talk about the impact of AI on contact centers.

Here is what we talked about:

1. How AI is transforming customer experience in contact centers
   At the 2-min mark

2. The importance of eliminating, containing, and efficiently servicing customer inquiries
   At the 4-min mark

3. How virtual agents can handle first-tier customer interactions to boost efficiency
   At the 6-min mark

4. Using AI to auto-summarize and document customer interactions
   At the 10-min mark

5. Real-time assistance for contact center agents to enhance decision-making during customer calls
   At the 12-min mark

6. Challenges in training and scaling AI for diverse language and customer service environments
   At the 17-min mark

7. The need for up-to-date knowledge bases to optimize effectiveness in customer service
   At the 19-min mark

8. Best way to get started - focus on specific, contained opportunities for learning and growth
   At the 22-min mark

Happy Building!!