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Chatbots are out, AI agents are in: The future of customer service | Ep. 227
Manage episode 480924842 series 3335763
Content provided by Foundry. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Foundry or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered chatbots, agent copilots, and the shift toward empathetic, agentic AI in CX. From IVRs that frustrate to AI agents that anticipate your needs, we explore how companies are reimagining customer experiences.
:small_blue_diamond: Where companies fall on the 0–5 scale of AI-powered CX
:small_blue_diamond: Why "chatbot" is becoming a dirty word
:small_blue_diamond: How AI copilots improve customer and employee satisfaction
:small_blue_diamond: The surprising ROI of generative AI in customer service
:small_blue_diamond: What’s coming next: empathetic agents and full automation
If you're exploring how AI is reshaping the customer journey — from automation to augmentation to agentic orchestration — don’t miss this deep dive.
:brain: #AIinCustomerService #GenerativeAI #CX #Genesys #TodayInTech #AgenticAI #CustomerExperience #KeithShaw
493 episodes
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Manage episode 480924842 series 3335763
Content provided by Foundry. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Foundry or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered chatbots, agent copilots, and the shift toward empathetic, agentic AI in CX. From IVRs that frustrate to AI agents that anticipate your needs, we explore how companies are reimagining customer experiences.
:small_blue_diamond: Where companies fall on the 0–5 scale of AI-powered CX
:small_blue_diamond: Why "chatbot" is becoming a dirty word
:small_blue_diamond: How AI copilots improve customer and employee satisfaction
:small_blue_diamond: The surprising ROI of generative AI in customer service
:small_blue_diamond: What’s coming next: empathetic agents and full automation
If you're exploring how AI is reshaping the customer journey — from automation to augmentation to agentic orchestration — don’t miss this deep dive.
:brain: #AIinCustomerService #GenerativeAI #CX #Genesys #TodayInTech #AgenticAI #CustomerExperience #KeithShaw
493 episodes
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Similar to Today in Tech
BBC Radio 5 live’s award winning gaming podcast, discussing the world of video games and games culture.
…
continue reading
Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
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…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
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The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
…
continue reading
This is the audio podcast version of Troy Hunt's weekly update video published here: https://www.troyhunt.com/tag/weekly-update/
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continue reading
The director’s commentary track for Daring Fireball. Long digressions on Apple, technology, design, movies, and more.
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continue reading
We help founders make something people want.
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