Podcast Special: The Intersection of AI and CX featuring parlamind and 4Com
The Intersection of AI and CX
As technology evolves, Artificial Intelligence(AI) plays a pivotal role in a companies Customer Experience(CX). When customers are interacting with a company, the CX is integral and conversational AI can make interactions more flexible. Understanding conversations of end-users means you can automate processes and guide agents to deliver the right answers and services. In this podcast, Jon Arnold of J Arnold and Associates speaks with parlamind’s Co-Founder and CTO, Tobias Lehmann and Olav Vier Strawe, Founder of 4Com.
Tobias and Olav start by exploring the definitions of both AI and CX and how the two can complement each other. They then look at how AI can benefit the contact centre, and also it’s role from an automation and assistance standpoint. Finally, Tobias and Olav relate this to how it will benefit the CX and striking the important balance between the two.
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parlamind is a Berlin-based start-up for Artificial Intelligence in Customer Service. The parlamind AI understands incoming messages from customers on a semantic level and thus determining intents, specific content and the mood of the customer in the message. Equipped with these skills, the AI engages in customer dialogue independently and quickly carries out the associated processes. Latest research results from the fields of computational linguistics and machine learning form the basis for the continuous further development of parlamind AI technology. parlamind has been part of the 4TechnologyGroup since July 2018. The 4TechnologyGroup is an association of technology companies from the communications and AI sector. Today companies worldwide in the industries of e-commerce, information and communication technology, energy management, logistics and financial services use parlamind’s AI solutions. More than 20 employees work continuously on the further development and marketing of this unique technology “Made in Germany”.
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