Navigating the GenAI era for contact centres.

Dive deep into the realm of AI with Stephen Hobson as he engages in a captivating conversation with Martin Cross. Together, they unravel the transformative power of GenAI and its implications for contact centres. Martin advocates for a nuanced approach to leveraging AI and he emphasises the need for strategic planning.

From uncovering untapped value to real use cases, this video is for anyone navigating the customer service and contact centre technology landscape.

Embrace thoughtful and deliberate integration of GenAI.

Watch the full GenAI discussion below.

Transcript:

00:08.440
Stephen Hobson
So, Martin Cross, um, Connect’s CSO um, wanted to ask you some questions around the world of AI and and where we’re going at the moment. Obviously it’s become a huge important part of the Connect business and we know this this has hugely become an important part of the market so, really today, want to ask you a few questions about your insemination’s of where the market’s going? Where Connect’s playing at and indeed as importantly, what role it can play in our client’s business model in both generating new revenue streams and obviously as importantly saving costs? So I think if if I look at this from uh, from my point of you Martin, really want to understand your interpretation of what really the basic building blocks are of AI, there seems to be a million and one buzzwords around uh, so really I want to get your interpretation; what is it? How does it work? And you what are the fundamental parts of how this is put together?