Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about two reports that they recently published ( the Agent Experience (AX) Benchmark Report 2024 and the Customer Experience (CX) Benchmark Report 2024), why a bot must emulate a company’s brand and how to keep this authentic to your brand, the importance of building a multilingual bot and the importance of protecting vulnerable customers as the presence of AI in our day-to-day increases. This interview follows on from my recent interview – The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane – and is number 513 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Hubspot who have built an AI-powered customer platform with all the software, integrations, and resources you need to connect your marketing, sales, and customer service. It’s all very cool so do check them out at HubSpot.com.