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My intent is to Educate, Celebrate and Elevate the Consumer Relations function in CPG (Consumer Product Goods) companies, especially for Brand Specialist and Analysts roles and responsibilities... !
Hello, my curious colleagues. This episode I have what I'm calling a curiously quick episode. It's a worker bee's thoughts on AI in consumer relations and the contact center. And, yes, as most of you know, I've largely been a worker bee in consumer relation teams, leading a team of analysts in the reporting roles and also in my role as a brand specialist. But in the past year or so, I've kept my ears and eyes open to what is AI in the contact center.
Denise Venneri:Now you know I don't have a budget for this stuff, but I'm beginning to pick up an understanding. Some of my thoughts have been shaped by guests or my podcast. Thank you for that, guests. Skimming articles on LinkedIn, I've saved more than I've probably read. Attending industry webinars and conferences, and lastly, actually using chat GPT to play around with writing show notes summaries for this podcast.
Denise Venneri:Here's the point. In in my humble opinion, it's still fairly early to adopt and implement AI, so you have not missed the boat. And I'm not even confident there's a clear one winner of this AI AI AI contest yet. So, again, you have not missed the boat. However, even if you're a small contact center, you should still be really learning and understanding and getting your head around potential use cases and the pain points AI could potentially solve and also map out a multiyear AI road map or weaving some of these AI AI I can't say AI.
Denise Venneri:Weaving AI tools into your technology road or, your tech stack. Attend a quick webinar even if it's over lunch from a from a, vendor, and then maybe later arrange for a free demo. Perhaps even that vendor would be willing to work with you on a pilot of a small sample size to help you and your leadership see the outcome. And, of course, begin to understand the range of costs because like anything else that's cool, like a cool gadget, I believe the market will adjust as adopting and modifications and efficiencies are made in this technology. So here's the use cases I've seen kind of bandied about, and I'll bucket them into 3 groups.
Denise Venneri:Please note, I'm not sponsored by any of these companies nor am I recommending their usage. I'm just sharing along some of the folks that maybe you wanna just sneak around and lurk their website and start to talk to people specifically about some of the software. So let's go with that first category. I'm gonna call this helping the agent. So there's voice AI right up front of a telephone call.
Denise Venneri:Do check out company called PolyAI. There's agent assist AI. This provides the agent with the next best suggested response. Check out Zendesk models for something like this or even in your Salesforce. There may be models available to you in there.
Denise Venneri:Then there's AI to suggest the appropriate assignment of reason codes, which is a very difficult task, I think, for agents. Check out episode 82, speech analytics with Kowzilla for more details here. Now the second category, so far, that's a little brief, but it's helping the consumer. Although I can make a really good case that all a AI will eventually help the consumer with the with the best experience possible. But under this category, helping the consumer, there's chatbots and virtual assistance, and you can check out episode 95 with Joe Mazur of Michelin Tires for that one.
Denise Venneri:And then the 3rd category, it's a little wordy, helping to glean insights for the brand and the quality teams. Right? So AI applied to provide insights for you and sentiment analysis, check out operational intelligence as a starting point. And then there's AI applied to specifically the ratings and review channel, looking for insights for you and your competitors, which I think is interesting. Check out episode 91 with founder Gautam at EOG.
Denise Venneri:And lastly, check out any text analytics to identify trends in unstructured data. I'm not sure this is considered pure AI, but there is an opportunity here. Thanks again for your time during this curiously quick episode. You have been listening to the My Curious Colleague podcast with Denise Vineri. Thank you for your time.