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Integrating AI and RPA to Maximize the Human Experience

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Colin Crowley
SVP, Customer Experience and Playwright at Albert
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About the talk

The use of AI and RPA to help improve digital CX has been used and improved over the past 5+ years. But AI has its uses, especially in a time of physical distancing, and is starting to play a vital role in large scale customer feedback and interaction. Gain new insights on: 

  • The current uses and limits of AI and RPA in CX settings 

  • Integrating AI and RPA with the HX – assess the opportunities and challenges

  • How AI is improving on empathy and de-escalation in real time 

Create more opportunities to integrate AL and RPA with HX 

00:00 Intro

00:28 Colin Crowley

00:51 What is Freshly

02:21 RPA vs AI

03:00 Human experience

03:31 Case Study #1

03:35 The problem

05:00 The Solution

06:06 Demonstration

08:25 The Result

09:40 Case Study #2

09:50 The Problem

11:00 The Solution

11:51 Demonstration

13:50 The Result

15:20 Key Takeaway

20:30 Q&A

About speaker

Colin Crowley
SVP, Customer Experience and Playwright at Albert

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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Roaring Riot from Franklin University. We have Colleen Crowley VP of customer experience who's going to talk to us about any grading a I and our PA to maximize The Human Experience and call. And I want to tell you, I'm excited personally to hear about this because where I focus, all my energy is the balance of a customer and operations in the supply, supply and demand, so I'm fascinated to hear your talk today, please. Thank you. It's certainly a pleasure to be here and going to give you two case studies.

What type of integrating a nrpa to maximize The Human Experience? I want to start off by giving you a quick rundown. If we are especially as I get contacts to that matters, we are a direct-to-consumer. A subscription service, that delivers healthy prepared, fresh meals, your boxes of for 6:10 or 12 mi from those companies because we're not a meal kit service where we should do ingredient to use to cook meals prepared meals instead. I literally we cook meals one day and typically ship them overnight insulated

boxes and you can pop it in the microwave for 3 minutes or what have you and you're all set and ready to go. And that recently released into the Nexus of health and convenience and where they are good for people to lead healthier lives, even though they're running around in there so busy in their lives and it's also important to note that you see for a study that we are a Weekly subscription service. So we would naturally charge customers every week and should be every week. Pause or cancel your subscription. Began to hear is too full on my

Bluetooth case, studies for you. The first is an RPG, a case study that we used to improve process efficiency. The second case study is using a knife or even Assist Technology. One of them is more successful than the other because that's the reality of technology. I think it's fair to say that.

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