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:
How AI is transforming customer experience in contact centers
At the 2-min markThe importance of eliminating, containing, and efficiently servicing customer inquiries
At the 4-min markHow virtual agents can handle first-tier customer interactions to boost efficiency
At the 6-min markUsing AI to auto-summarize and document customer interactions
At the 10-min markReal-time assistance for contact center agents to enhance decision-making during customer calls
At the 12-min markChallenges in training and scaling AI for diverse language and customer service environments
At the 17-min markThe need for up-to-date knowledge bases to optimize effectiveness in customer service
At the 19-min markBest way to get started - focus on specific, contained opportunities for learning and growth
At the 22-min mark
Happy Building!!
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