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CX Automation Roadmap: Lessons from Experiments in AI and RPA
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About the talk
CX automation was a top investment priority for 2019, with hype effervescing around chatbots, RPA, and AI to streamline administrative and personnel costs in CX. This session will examine three case studies using AI and RPA technologies, from successes to failures. Take away specific solutions to:
• Learn about some latest technology to grow customer satisfaction and efficiency in CX
• Dos and don'ts for applying AI and RPA technologies
• Lessons learned to maximize the use of AI and RPA
Getting more value of automation for ultimate CX
00:00 Intro
00:34 Colin Crowley
00:57 Agenda
01:50 Freshly is
03:01 Substantial success
03:20 The Problem/ The Solution
05:54 Example
08:00 Result
09:25 Lessons
12:50 Moderate Success
13:20 The Problem/ The Solution
15:45 Result
17:30 Data visualization
18:43 Lessons
20:28 Learning Opp
20:35 The Problem/ The Solution
22:07 Example
23:55 Result
25:11 Lessons
28:04 Thanking
About speaker
I am an experienced executive with a background in customer engagement, product management, communications, security studies/international relations, theater (playwriting especially), and not-for-profit fundraising and leadership. I studied history, political science, and national security at Northwestern University and Georgetown University and I have served as a researcher and editor at prestigious think-tanks in Washington DC. Transitioning to the business world, I spent six years working at the e-commerce giant TicketNetwork, finishing my career as AVP of Consumer Transactions, where I founded a department of 14 people whose purpose was to grow loyalty and retention among our key customers through specialized customer service. Following that, I served as the inaugural VP of Customer Experience at the fast-growing food tech company Freshly, where I built a customer service department of 350+ people, creating structures and procedures where none existed and building quality control standards to ensure best-in-class service for our customers. Currently, I’m SVP, Head of Customer Experience at the fintech company Albert. On a more personal level, I am a produced playwright who has been recognized in over 50 national and international playwriting contests and whose plays have been performed/produced across the United States (including simultaneously on both coasts). Specifically, my plays have been performed in Washington (state), New Jersey, Massachusetts, Vermont, Kentucky,
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All right. So now we're coming out of school next session here and you've already heard from calling the past part of the panel, but he's going to hear talk a little bit more about the CX automation roadmap lessons in AI in RPA learning-focused as a way of improving the customer experience. Colin more about the lessons. He's learned. Hello everyone like you to be here, my name is Colin Crowley and I am the VP of customer experience at freshly. We're going to be talking today about this traffic to CX, automation, roadmap lessons from experiments in AI in RPA.
Asian is as follows. I'm basically going to present three different case studies to you involving experiences. We can freshly customer support of had when it comes to utilize a a i n r p Technologies to make life more efficient for agents, more productive and also to increase the customer experience as well. I've talked about industry case studies both so that we can focus on different types of technology so we can discuss during levels of success. With these case study. The first case study will be a
substantial success as I caught and that will involve in bracing. Rph. Automate mundane, repeatable tasks. The second case, study will focus on a moderate success, which is adopting a high bass tagging software to automate information-gathering. The third case study will be why I called learning opportunity because something, I'd want to call it a failure and that involves utilizing a, i baste a Genesis technology to increase. Floyd productivity. I wanted to start off by talking a little bit, especially if you haven't heard of us, we had freshly are a direct-to-consumer
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