Q: ROI- how are you demonstrating?
A: it’s expensive because we just started building. What we build on top of it, we will continue to reduce the overall costs.
#SWL25
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#SWL25
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Posts tagged #SWL25
Q:what info should I bring to legal and cyber to make this go faster?
A: are you going to train models? Where are you going to store it? How secure is it? Then they will have more questions beyond that.
#SWL25
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Q: what systems does it have access to? Does it see the cash register.
A: we are PCI controlled, but really we’re trying to solve any blind spots. We cannot even tell if they have internet yet.
#SWL25
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Q: can it train new hires and be a SME to free up valuable resources?
A: they aren’t using it this way. #SWL25
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Q: can the bot communicate outages with customers?
A: yes.
And it updates IVR
#SWL25
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Want to match callers to agents that get along together.
Major Incident detection.
Problem diagnosis.
#SWL25
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Using GenAI for outbound validation. See the ghost calls column on previous slide. #SWL25
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Start the project with legal and compliance. They are 80% of the battle.
#SWL25
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20 mins to 15 min AHT was process improvement.
15 to 10 is what AI is doing. #SWL25
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First off, there are no tiers. The help desk handles 80-90% of all calls without reassignment. #SWL25
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Next up: early learnings using GenAI in Help Desk service at Wendy’s with Accenture. #SWL25
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Allies need to keep women close and safe as possible. #SWL25
You do business with people you know, like and trust.
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Shout out for pay transparency- something that levels the playing field.
#SWL25
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