Tech Talks Daily17 Maj 2024

2898: #Xperience24: Coca-Cola Bottlers' Sales & Services AI Innovation

In today's episode of Tech Talks Daily, we dive into an insightful conversation with Nicole Thomas, VP of Customer Care Center at Coca-Cola Bottlers' Sales and Services Company (CCBSSC).

Nicole shares how CCBSSC has extended the capabilities of the platform by utilizing Genesys Dialog Engine Bot Flows to introduce an innovative account finder voicebot. This technology determines the customer's identity and intent before connecting them to an agent, ensuring inquiries are routed efficiently and eliminating multiple transfers. As a result, the customer care experience has become smoother and more effective.

Additionally, Nicole discusses how integrating tools from the Genesys AppFoundry® Marketplace, like Help Lightning, has revolutionized technical support. Through video chat, technicians can now visualize and resolve issues remotely, leading to a 12% improvement in fix rates and significant cost savings by reducing the need for site visits.

We explore the impressive outcomes of these technological advancements, including the correct identification and routing of over 80% of calls by voicebots, a $1 million savings in technician site visits, and a 50% TCO reduction. These achievements highlight the profound impact of embracing cloud-based solutions and AI-driven technologies.

How does a global brand like Coca-Cola continuously innovate to maintain its market leadership? What lessons can other businesses learn from CCBSSC's journey with Genesys Cloud? Tune in to discover the strategies behind these successes and how they shape the future of customer care.

Det här avsnittet är hämtat från ett öppet RSS-flöde och publiceras inte av Podme. Det kan innehålla reklam.

Avsnitt(2000)

When AI Gets Your Brand Wrong With Bluefish AI

What happens when an AI system gives a customer the wrong price, misrepresents a product, or recommends a competitor using outdated information? In this episode of Tech Talks Daily, I speak with Alex ...

13 Sep 32min

What Does AI Say About Your Brand With DOM

What happens when an AI assistant becomes the first place a potential customer learns about your company, but the answer it provides is inaccurate, outdated, or influenced by a competitor? In this epi...

12 Sep 23min

Modernizing the Power Grid for AI and Rising Demand With SAP

Can electricity grids built for an earlier era support AI data centers, expanding manufacturing, electric vehicles, severe weather, and rising customer expectations at the same time? In this episode o...

11 Sep 27min

Turning AI Agents Into Revenue Workflows With Outreach

What happens when an AI system moves beyond recommending the next sales action and begins running a connected revenue workflow? In this episode of Tech Talks Daily, I speak with Abhijit Mitra, CEO of ...

10 Sep 24min

Building a Faster Specialty Insurance Market With Accelerant

What would happen if specialty insurance underwriters and risk capital providers could work from the same timely, detailed information? In this episode of Tech Talks Daily, I speak with Jeff Radke, CE...

9 Sep 28min

Finding Potholes Before They Form With AI and Univrses

What if the vehicles already traveling through our towns and cities could report road damage before a pothole becomes dangerous and expensive? In this episode of Tech Talks Daily, I speak with Jonatha...

8 Sep 26min

Turning AI Pilots Into Measurable Business Value With Tredence

Why can an AI pilot produce an impressive result and still fail to create measurable value for the business? In this episode of Tech Talks Daily, I speak with Jitendra "Jit" Putcha, chief operating of...

8 Sep 30min

Building AI Around the Financial Advice Workflow With Marloo

What happens when a one-hour conversation with a financial advisor creates an entire day of paperwork behind the scenes? In this episode of Tech Talks Daily, I speak with Hardy Michel, Co-Founder of M...

7 Sep 32min