Thought Bubbles: Episode 2

Apr 23, 2020 10:00:00 AM

In case you missed the debut of our new video series, Thought Bubbles, we're turning to our very own thought leaders to discuss customer experience trends over something bubbly. Episode 1 dove straight into the big difference between artificial intelligence and machine learning, how machine learning improves customer service, and how to get the most out of this technology in the contact center space.

Episode 2 is finally here. So, grab your favorite brew and pull up a chair with Edify CEO, Cameron Weeks, and CTO, Bracken Fields, to further explore the world of machine learning, customer experience, and the contact center. This week, the brilliant duo discusses one of the best - yet still underutilized - use cases for machine learning: coaching and training. The tech does nearly all of the work too, like identifying patterns of activity, scoring interactions, and notifying managers of what needs reviewed. The possibilities for internal optimization in contact centers (thanks to machine learning) are profound. Hear about yet another great use case for machine learning: bots. Curious as to how today's bots are better, smarter, and more apt to actually serve your customers? Tune in and find out how they can dramatically assist teams and improve the CX companies deliver.

Five minutes will leave you with a better understanding of how machine learning improves efficiencies in a cost-effective way. It's achievable... and it's here to boost the experience for customers and teams. Check it out below or on Youtube.


Kendal Rodgers

Written by Kendal Rodgers

Kendal is the Marketing Manager at Edify and has been writing and curating content most of her professional career. She’s passionate about working with start-ups and sharing life experiences through storytelling. Kendal earned her B.S. in Marketing and International Studies from the IU Kelley School of Business.