Enhancing the Customer Experience w/ NLP feat. Ido Bornstein-HaCohen & Gabe Larsen
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Are companies collecting the right data for the customer experience? Would people rather chat with a bot or a human? How do companies ensure they reach customers the way they liked to be reached? In this episode of IBM thinkLeaders podcast, we are joined by guests Ido Bornstein-HaCohen (CEO of Conversocial) & Gabe Larsen (VP of Growth at Kustomer). We talk to Ido and Gabe about using bots to deflect reduce expensive FAQ-type interactions, treating customers as unique individuals as opposed to tickets, and using AI to augment customer service agents and improve the overall customer journey. Hosted by Amanda Thurston & Emily Winchurch. Connect with us @IBMthinkLeaders &the guests at: @IdoHacohen @Conversocial @GabeLarsen @Kustomer @MandyLewToYou (host) "[W]e're pretty good at understanding the inputs. But you know, the challenging piece is really understanding the outputs." -Ido Bornstein-HaCohen, CEO of Conversocial "I think we've got to get better at personalizing, not around the account but at the persona or the industry." -Gabe Larsen, VP of Growth at Kustomer
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