AI and Cloud Innovations: Transforming BPO and Customer Engagement
In this episode, Miriam explores the transformative role of generative AI in retail and consumer goods, focusing on its impact on BPO professionals. She discusses scalable data architectures and the influence of AI and cloud technologies in the industry. Insights include Wipro and Discover Home Loans' digital transformations and flexible digital models in the mortgage sector. Miriam covers agentic AI in contact centers and a Fibrus case study on cloud solutions in customer service. The episode highlights the significance of AI and cloud-based solutions in BPO, featuring ibex's AI-driven customer engagement tools, and concludes with a call to adopt AI-driven solutions and a subscription reminder.
Key Points
- Retail and consumer goods firms are increasingly investing in cloud computing and data analytics, with a significant shift towards Generative Artificial Intelligence for enhanced decision-making and automation.
- The adoption of Business Process as a Service (BPaaS) models, like the one implemented by Discover Home Loans and Wipro, highlights the importance of digital transformation in reducing costs and improving operational efficiency in the mortgage industry.
- Agentic AI is revolutionizing contact center interactions by offering real-time, emotionally aware responses, thereby enhancing customer satisfaction and setting a new standard for voice-based customer service.
Chapters
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| 1:12 | |
| 2:36 | |
| 3:10 | |
| 4:13 | |
| 5:14 | |
| 5:43 | |
| 7:44 | |
| 9:16 | |
| 10:12 | |
| 11:25 | |
| 11:59 |
Transcript
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