The Voice Loop Episode 7: 35 Years in Call Centers: Why Most Companies Deploy AI Wrong

🎙️ In this episode of The Voice Loop, Hamming AI founder and CEO Sumanyu Sharma sits down with Brian Jeppesen, Director of Contact Center Operations at Fertitta Entertainment, to talk about what 35 years in the contact center trenches teaches you about AI adoption. They discuss why 60% of customers still mash zero to escape virtual assistants, the hidden ROI most CX leaders miss, and why QA-ing your AI matters just as much as QA-ing your human agents.

Hamming AI is an observability and QA platform for Voice AI. Learn more at https://hamming.ai!

Fertitta Entertainment operates Golden Nugget Hotels & Casinos, 600+ Landry's restaurant brands, and the Houston Rockets. Learn more at https://www.landrysinc.com/

The Voice Loop is a podcast featuring leading founders and researchers exploring the technology, challenges, and breakthroughs shaping the future of conversational AI.

Timestamps:
00:00 Introduction to Customer Experience Legends
03:02 Understanding Voice of Customer Metrics
05:58 The Role of Technology in Customer Experience
08:51 Challenges with AutoQA and Voice Agents
11:52 The Importance of Empathy in AI Solutions
14:53 Learning from Human Interactions
17:56 Balancing Automation and Human Touch
20:59 Measuring ROI in Customer Experience
24:04 Best Practices for Implementing Voice Agents
27:09 Future of Customer Experience Technology

Follow on LinkedIn:
https://www.linkedin.com/company/hamming-ai/
https://www.linkedin.com/in/sumanyusharma/
https://www.linkedin.com/in/brian-jeppesen-2a41562/

Follow on X:
https://x.com/HammingAI
https://x.com/sumanyu

Видео The Voice Loop Episode 7: 35 Years in Call Centers: Why Most Companies Deploy AI Wrong канала HammingAI