In this episode of the Art of AI podcast, host Jerry Cuomo engages with Eniko Rozsa, a Distinguished Engineer at IBM and a Fellow at the World Economic Forum's AI Alliance, to discuss the transformative impact of generative AI in customer support. Eniko brings over a decade of experience in building AI agents and shares her journey from developing her first chatbot to leveraging today's sophisticated generative AI models for enhancing customer care. As they examine the shift from traditional AI approaches to the nuanced capabilities of generative AI, listeners will gain insights into how AI is revolutionizing customer interactions, providing hyper-personalized experiences, and improving the efficiency of contact centers. Tune in to discover the challenges, breakthroughs, and future possibilities of AI in customer support, and hear Eniko's unique perspective on the evolving landscape of AI technologies.

Key Takeaways:

1. Generative AI significantly improves customer support by offering more personalized and contextually aware interactions, as detailed by Eniko Rozsa.
2. Responsible development of AI is crucial, focusing on data privacy, security, and transparency to build trust in AI-enhanced customer services.
3. The evolution from simple chatbots to advanced AI systems demonstrates a substantial leap in AI's ability to handle complex customer service tasks effectively.

References:

1. "Chatbots vs. Humans in Customer Service," Weply Blog, June 24, 2021.
2. "Revolutionizing Customer Service with Generative AI," Wall Street Journal, January 25, 2024, featuring Salesforce AI CEO Clara Shin.
3. "Impact of Generative AI on Customer Service" by Rosane Giovis and Eniko Rozsa, CMSWire, November 14, 2023.

* Coverart was created with the assistance of DALL·E 2 by OpenAI.** Music for the podcast created by Mind The Gap Band - Cox, Cuomo, Haberkorn, Martin, Mosakowski, and Rodriguez