[Title slide 1. Blue CAI company logo with tagline “We power the possible” appears in middle of screen. Company website www.cai.io appears at the bottom center of the screen]
[Title slide 2. Solid purple background with round balls moving left to right and then bouncing up on the screen in various shades of purple and white. The last ball that settles has a rainbow circle around it with a brain icon inside. In the middle center of the slide, appears the heading Webinar Talkdesk AI. Underneath of the heading appears the title “Supercharge contact efficiency with generative AI”. Below this appears the Talkdesk logo.]
[Presentation slide 1. Purple background with the Talkdesk logo appearing on the top left corner. The title of the webinar appears in the middle, “Supercharge contact center efficiency with generative AI” and to the right of the title appears a woman of color smiling while using a personal tablet, seemingly working with some graphs/data. Amy Payne, the webinar host from TalkDesk, appears in the top right of the presentation as a talking head. As the presentation continues, Tom Grosso, speaker from CAI, will also have a talking head appear when he speaks, in place of Amy. The very bottom of the slide reads “The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.”]
00:00:12 - 00:00:27
Amy Payne
Hello, everyone and welcome. Thank you so much for joining us today. My name is Amy Payne, Global Vice President of Customer Partner and Events Marketing here at Talkdesk, and I'm thrilled to be joined today by Tom Grosso. Tom, can you take a minute and introduce yourself to the audience?
00:00:28 - 00:00:39
Tom Grosso
Sure. Thank you, Amy. I'm Tom Grosso, Executive Director for our Service Desk Organization here at CAI. I am also thrilled to be here and looking forward to our discussion today.
00:00:40 - 00:01:14
Amy
Absolutely. This is going to be a fun time together. So lately we have been hearing a lot about generative AI and how it is going to fundamentally transform the way we work and the way we engage with customers. But the immediate question we so often hear from CX leaders is, how do I get started? Where do I start and how will I be able to measure value? In today's session, Tom and I are going to discuss this and how CAI has harnessed the power of contact center AI, including Gen AI to produce some really game changing outcomes for their business.
[The next presentation slide title reads "Supercharge contact center efficiency with generative AI," set against a purple background with white font. The "talkdesk" logo is positioned just below the title. On the right side, two circular placeholders for speaker photos are present: the top one contains an image of a woman and the name "Amy Payne" is displayed next to it, identifying her as the Global VP of Customer, Partner and Events Marketing at Talkdesk. Below her section, "Tom Grosso" is introduced as the Executive Director, Service Desk at CAI, with the CAI logo below his title. A smaller Talkdesk logo embellishes the very bottom left corner. The top right corner of the slide features an image of a webinar speaker Amy Payne.]
00:01:15 - 00:02:09
Amy
First, I want to give you a little bit of context around Talkdesk and who we are. Talkdesk is a global AI-powered cloud contact center leader, and our innovative platform is used by healthcare, retail, financial services, and many other industries. We are a FedRAMP and process platform for public sector customers. Our AI-powered cloud contact center platform is used by enterprises of all sizes. We were founded in 2011 and we have over 1,750 employees worldwide. At Talkdesk, we're all about courageous innovation. This is a key value of ours. Over 50% of Talkdesk employees are actually in R&D. Consequently, we've been able to launch over 70 innovations in the last 7 years. Our phenomenal growth has placed us at the number 8 spot of private SaaS companies in the Forbes Cloud 100 for 2023.
[The next slide title is "Talkdesk: who we are." A statement below the slide title reads, "Talkdesk is a global AI-powered cloud contact center leader for enterprises of all sizes." In the center-left portion of the slide, a 2-column vertical list is featured. Information detailed in the left column includes: 30+ security and compliance certifications: more than 50% investment in Research and Development (R&D): 8th on the Forbes Cloud 100. Information detailed in the right column includes: 94% customer satisfaction score (CSAT): 20+ industries served: 100+ countries where we serve customers. The bottom left corner of the slide features the Talkdesk logo. In the center-right portion of the slide, there's a prominent circular graphic displaying logos of various client companies, indicating a diverse client base across different sectors. The top right corner of the slide features an image of a webinar speaker Amy Payne.]
00:02:10 - 00:02:54
Amy
At Talkdesk, we're also very customer obsessed and we are incredibly proud of our customer care team who has a 94% customer satisfaction rating, where 79% is really the industry average. We serve our customers in over a hundred countries and in over 20 different industries. We've been a pioneer of contact center AI since 2018. We've built the most complete native, fully-integrated portfolio of CX AI products designed to help our customers achieve the outcomes that matter the most to them. The result? Hundreds of our customers are using AI to drive better customer experiences, reduce costs, and improve operational efficiency. This is years before anyone's even heard of ChatGPT.
[The next presentation slide is headlined "A pioneer in contact center AI since 2018," set against a vibrant purple background. To the left, an illustration of an astronaut floating in space with purple accents on the suit and holding a flag labeled "talkdesk" injects a theme of exploration and innovation. Below the astronaut, three circular icons with descriptions detail key service features: "Automate," with gears signifying self-service resolution followed by the text “Resolve more interactions through self-service”: "Empower," with a person and gear icon indicating agent support, followed by the text “Help agents serve customers quickly and accurately”: and "Illuminate," with a lightbulb-graph combo for insights extraction, followed by the text “Extract valuable insights from every interaction”. The top right corner of the slide features an image of a webinar speaker Amy Payne.]
00:02:55 - 00:03:36
Amy
With Talkdesk, our customers are able to empower their agents to resolve issues quickly and correctly, extract powerful customer insights across every conversation and every touch point, and automate more customer interactions through self-service. Just a few weeks ago, you may have caught it, we were excited to announce our next milestone in AI innovation, a new era of automation and intelligence for the contact center powered by generative AI. We are so lucky to have amazing businesses like CAI as our customers realizing the power and potential of generative AI to not only improve their own customer experiences, but to also impact their bottom line.
[The next presentation slide presents CAI as a "global business and technical professional services firm," with a focus on "championing neurodiversity in the workplace." It showcases the company's reach with "300 agents," supporting "500K+ global end users," and managing "70K contacts a month through various channels." A circular graphic on the right side conveys a sense of digital connectivity, featuring abstract lines, curves reminiscent of circuitry, and technical text elements. The CAI logo is placed in the top left corner. The branding is completed with a talkdesk logo identifier in the bottom left corner. The top right corner of the slide features an image of a webinar speaker Amy Payne, and then speaker Tom Grosso from CAI.]
00:03:37 - 00:03:46
Amy
Now, let's get to the story. Love to hear from Tom and to hear the full AI story. Tom, how about we get started with giving the audience some context on your business? Who is CAI?
00:03:47 - 00:04:42
Tom
Sure, thanks. Thanks again, Amy. CAI is a global IT professional services firm that specialize in a variety of areas such as digital transformation, application management, strategy and consulting, hyper automation, contingent workforce solutions, enterprise service management, which is the area of the business that I work out of, and also business analytics. We help both public and private organizations improve productivity, enhance customer experience, and drive value. We have a 40-year history of combining our dual strengths of talent and technology to deliver lasting results for our clients. Lastly, for over a decade, we have been trailblazers in bringing neurodiversity to the enterprise, which we are very, very proud of.
00:04:43 - 00:05:11
Tom
Specific to our service desk organization, we are providing level one technical support to our clients in multiple languages, 24 by 7, 365. We have close to 300 agents supporting close to half a million end users around the globe, handling 70,000+ contacts a month through various channels.
00:05:12 - 00:05:38
Amy
That's quite a lot. That's quite a service desk organization you have. Amazing. Thank you so much for sharing that. AI, of course, is such a hot topic right now, everywhere. CAI has not been afraid of AI at all. In fact, you've latched onto it and it's made a huge impact on your business. Let's start with why AI? Why has AI been an important part of your strategy, Tom?
[The next presentation slide presents a purple background with talkdesk logo and CAI logo in the very middle of the slide, both in white font. The top right corner of the slide features an image of webinar speakers Amy Payne and Tom Grosso as they continue their dialogue.]
00:05:39 - 00:06:32
Tom
I think for me, as a managed service provider who's providing services to a variety of clients, it's imperative that we stay ahead of the curve. Why? Because it positions us to be consultative with our customers when the time comes. We're often approached, "Hey, what do you think about this? How are other customers using this?" And yes, we have customers who are much further along the journey from an AI perspective, and then we have customers who haven't even dabbled and are just purely curious. They don't really understand where they can recognize the value or what that journey really looks like in their particular environment. Culturally, we like to be at the forefront and we like to move fast. And we like to move fast, keeping the experience at the forefront.
00:06:33 - 00:07:33
Tom
It makes it very, very easy for us to be consultative to our clients and not just speak to it, but be able to provide real-life examples. More times than not, we're able to say, "Hey, this is how CAI has had success using this." That really resonates with our clients. It's a big difference between just purely talking about it and then being able to back that up with real-life use cases, examples, which again, really helps resonate with our clients. It's not just speaking points. We're actually walking the walk and not just talking about it, which I think is important. From a partnership perspective with Talkdesk, we felt that we had a very similar culture with Talkdesk in terms of an AI-driven mindset, but also customer obsessed, which is the exact business that we are in as an organization.
00:07:34 - 00:08:18
Tom
The out-of-the box technology that Talkdesk was able to bring to the table really caught our eye. But there were other things. It wasn't just that. Other things that were important to us from a partnership perspective of course, was that out-of-the box functionality, low-code, no-code. It's not going to take weeks to get things up and running. We have the opportunity to pilot things in-house before we take that consultative approach with our clients. We're able to really get a good feel for how to implement, the behavior to expect, and trials and tribulations along the way that we can easily talk to. Heavy R&D investment was also a big thing.
00:08:19 - 00:09:09
Tom
I always tend to reflect back to our previous provider where we were really on a stale product and between a rock and a hard spot. If we really wanted to continue to drive our vision in terms of what we feel the experience should be in today's world, we had to make a move. That's really where Talkdesk came into play. The high quality of support has been great. Talkdesk has been very, very responsive to us when we have questions and/or problems, which have really been little, at least on the problem side. And of course, the security side of it, the security posture was very impressive. The FedRAMP status was also important to us because we do a lot of public sector business.
00:09:10 - 00:09:58
Tom
One of our business goals is obviously to continue to double our business and the work that we're doing in public sector is a big part of that. Being able to bring a product to the table that is reputable, has a very strong security posture, is very, very important to our public sector clients, but also to our commercial clients as well. All in all, working with Talkdesk to leverage AI, it's been a journey. It really has, and that's the mindset that we have had going through this. Treating it like a project is not really the right way to go. It's a journey and it takes a lot of cross-functional work and focus to be able to deliver these products and to ensure that you're continuing to enhance what you do.
[The next presentation slide showcases CAI’s logo on the top left of the slide. Toward the middle of the slide there is a header that reads “Drive business growth” with a subhead directly below it that reads "Improved workforce efficiency for forecasting, staffing, and scheduling.” There is an illustration of a man with headphones on while working on his laptop. Above him is a small icon of a gear with a clock inside of it. The top right corner of the slide features an image of webinar speakers Amy Payne and Tom Grosso as they continue their dialogue.]
00:09:59 - 00:10:31
Amy
Absolutely. Just exactly the way you describe CAI culturally, a lot of the words they used is exactly what we aim to do at Talkdesk as well from innovation, growth mindset, customer obsession. Clearly, our partnership is extremely important to us as well. Let's dig deeper now. How are you using AI to ensure your teams are providing a quality of service that rises to the occasion?
00:10:32 - 00:11:31
Tom
For one, I'll focus on the workforce management side of things, which was also a big reason why we wanted to move forward with our Talkdesk partnership. It's important that we have the right people working at the right time, especially being a global support organization, supporting multiple countries, multiple languages. Ensuring that we have the right staff at the right time is super important. Talkdesk Workforce Management has unleashed the power of AI for us to be able to do that. We're now getting into a space where we don't have to manually predict what staffing levels we need or what type of volume we could expect the next day, the day after that, or maybe even a month in advance.
00:11:32 - 00:12:17
Tom
We're getting to more of a predictive state because, why? The platform is constantly consuming our contact volume and being able to provide outputs to us that allow us to make real-time decisions, not going back and spending 30, 40 minutes putting reports together, pulling data and manually running this data through Excel models to help us determine where we need to be. We're using AI within the workforce management space to predict spikes in call volumes, ensuring that we have the right people at the right time, being able to run how-to scenarios.
00:12:18 - 00:12:49
Tom
For an example, we have a client come to us that says, "Hey, we're going to be releasing MFA to the enterprise. We're going to be moving from one MFA tool to another." A tool like that where everybody uses it in today's world, you can certainly expect to see some significant spikes in call volume. So what does it allow us to do? It allows us to put in some throughputs that we feel we can anticipate.
00:12:50 - 00:13:37
Tom
We're leveraging that AI technology to ultimately provide outputs to us that says, "Hey, based on what you're telling me, this is what you can expect from a volume perspective. This is what your staffing should look like. And you should have that staffing through, primarily, say 8:00 AM to 1 P.M. business hours. Everybody's going to be looking to get on in the morning, and you're going to have folks that have issues, and their natural reaction is to call the service desk." It allows us to maintain that stability and service even when there are events happening in the environment, not just your normal day-to-day call volume. From a workforce management aspect, that's been a game changer for us, and it's allowed us to provide more stability.
00:13:38 - 00:14:04
Tom
Then of course, you deal with the people side of things. People are going to take PTO. People aren't going to be able to make it to work every day. Again, we're able to make very, very quick, real-time decisions on ensuring that we have the right staff at the right time, supporting the right languages to ensure stability pretty much across our operation, regardless of what might be happening in any given environment.
00:14:05 - 00:14:34
Amy
Those results are phenomenal. I mean, predictability, stability, overall efficiency gains, perfect. That's exactly what we hope is happening over in your world. I know you've been able to reduce your post-call documentation by eight minutes or more. Tom, I got to tell you, that's an impressive stat. How have you used AI to help you achieve this? Can you describe any positive impacts that this has had on both customers as well as staff, the agents?
[The next presentation slide showcases CAI’s logo on the top left of the slide. Toward the middle of the slide there is a header that reads “Improve operational efficiency” with a subhead directly below it that reads "Reduced time spent on post-call documentation by 8 minutes or more.” There is an illustration of a stylized figure set against a dark backdrop with a gradient of purple and blue hues. The central figure reaches upward, holding an icon that merges a document and a dollar sign, symbolizing financial or business transactions. Above, a dotted line connects this icon to two thought bubbles: one with a speech comment symbol and the other with a magnifying glass, suggesting a process of communication and analysis. The top right corner of the slide features an image of webinar speakers Amy Payne and Tom Grosso as they continue their dialogue.]
00:14:35 - 00:15:59
Tom
Sure. The big piece for this one, Amy, really has been the agent assist functionality. This has also been a game changer for us. While it might not have full direct client impact, it does make our agents' lives much easier and much more efficient in terms of what they are doing in between contacts. From an agent assist perspective, we're leveraging it for two things. We're using it mainly for the knowledge recommendations. As a call is happening, the CX analytics, our agent assist functionality, is transcribing those calls word for word in real time while the agent and the end user are speaking. It's picking up keywords along the way. What is this user saying? What are they talking about? What it's doing is in the background is scaling through our knowledge base and providing real-time knowledge recommendations to our analysts.
00:16:00 - 00:17:07
Tom
They don't have to go out to the knowledge base or a separate window or a separate pain. They're getting these in real time right in front of their face in one big workspace, which again, the feedback has been super positive on the analyst side. Then on top of that, from an agent assist perspective, and how we're able to reduce that time is we're using generative AI to provide a call summary for us, which has been also super cool. Think about it, before we were using this technology, ideally, as a service desk analyst, you're documenting while you're on the call. You're documenting word for word what you're hearing. It's getting into the ticket that you're going to use as the system of record, and let's face it, we all get caught up in conversation and sometimes the documentation in real time might lack.
00:17:08 - 00:18:09
Tom
You find yourself at the end of the call saying, "Wait, what did they say?" You forget bits and pieces of the call. That doesn't happen. That's gone away. Why? Because we have this automatic call summary that is essentially giving us a nice synopsis of what was said, what was done, and it's something that realistically we could copy and paste right into the ticket itself. We may have to make a few formatting changes, add some commas or some periods, those types of things. But we no longer have to spend an exorbitant amount of time in after-call or wrap-up to get all the documentation into the ticket, to ensure that we have the right knowledge article attached, and obviously, facilitating that escalation into something that we could not resolve.
00:18:10 - 00:18:45
Tom
So it's really been a game changer. Essentially, we're spending less time on those administrative things like ensuring documentation is there, ensuring that we're getting all the information because we're leveraging the generative AI technology to aid us in doing that. It's a nice augmentation to what we need to do from a process perspective to facilitate either a resolution to a user or an escalation to a level two, level three team.
00:18:46 - 00:19:32
Tom
On the customer side, it's allowing us to get to the next person faster. We're able to shave off that after-call time, that wrap-up time. Agents are able to augment some of their mundane type of tasks, like documentation, things like that. Albeit it's important, but it is repetitive. It's more administrative. It's allowing us to get to that next user sooner rather than later and spending less time where it's not as valuable versus actually getting to the next user and ensuring that they're getting serviced in a timely fashion.
00:19:33 - 00:20:07
Tom
It's been a journey, but it's been great. I will admit we had some adoption challenges initially. It was something different that we introduced to our agents, but with any change that could be expected, but we were able to very, very quickly work through it. Now it's second nature. They know it's there. The feedback has been very, very positive from the analysts within my organization. They love the fact that they are able to augment some of their work with this technology.
00:20:08 - 00:20:40
Tom
And whether if our clients realize it or not, we are seeing differences in things like average speed to answer, average banding rate because we're able to move on to the next contact much quicker versus spending that 6 to 8 to 10 minutes in after-call wrap-up, trying to dot your Is cross your Ts from a documentation perspective. So it's been a very pleasant experience so far on both sides.
00:20:41 - 00:21:13
Amy
That's amazing. I mean, I love the detail you went into with automatic summary. It is game changing. Some of our customers are seeing great stats like after-call work reduced by up to 66% and their average wrap-up time by up to 15%. These are just, like you said, game changing results. I love that term. We have other customers who have seen a 34% increase in staff satisfaction. How do you feel like your AI advances have affected your staff? Similar [unintelligible 00:21:14] there?
00:21:14 - 00:22:14
Tom
Yeah, it's been extremely positive. I feel like it makes what they do a lot easier, which has been welcomed with open arms for the most part. Again, we had to get through the adoption. Creature of habit, you get so accustomed to doing things how you've done them for so long. Then you start to implement these technology pieces to help augment your work. It takes some time to remember that it's there for you and that if you use it, you'll see the difference. It's been positive for our analysts without a doubt. It's to the point now where, what's next? What's coming next? What else can we do to optimize what we're doing and get those efficiency gains?
00:22:15 - 00:22:52
Tom
Again, that ties back to our Talkdesk partnership with that heavy R&D investment. That's our mindset. We get excited for those two, three times a year releases from Talkdesk that have all of these different capabilities and functionalities that they're getting from the Talkdesk community, which we are heavy players in at the moment in terms of suggestions and things that we would like to see in future roadmaps. So it's been a good ride.
00:22:53 - 00:23:11
Amy
Technology adoption for anyone, it is always something. I mean, we were joking right before this call about my new phone that I don't know how to use, so I totally get it. But once you can establish the value and you can really see how this is going to help you. You can get over the [inaudible 00:23:08]. Glad to see you've jumped over that hurdle.
00:23:12 - 00:24:08
Tom
Change is scary. I think people, more times than not, immediately think that AI is going to take their job. No, that's just not the case. At least in my space, there will always be a need for that human element. There are different personas in the workforce today. You have your older demographic down to your younger demographic. We're curating our experience to be able to meet all of them. If people want to talk, we're here. If people would prefer to chat, we're here. If people would prefer to work through digital assistance or a conversational AI chatbot, we can bring that to the table as well.
00:24:09 - 00:24:31
Tom
Our goal is to really meet our customers where they are, while also providing some level of augmentation to our folks to make their lives easier, make them more efficient, and really see those efficiency gains in terms of how they're operating on the day to day. But yes, change is scary for everybody.
00:24:32 - 00:24:40
Amy
AI is not going away. I'll quote one of my other customers who said, "AI isn't going to replace humans. Humans who use AI are going to replace humans." So that's-
00:24:41 - 00:24:42
Tom
That is absolutely correct.
00:24:43 - 00:25:04
Amy
... a smart quote. Okay. One of the main benefits of generative AI is the ability to analyze large amounts of data very quickly, allowing companies to be more proactive instead of reactive. You touched on this a little bit, but let's dig a little deeper. How has AI empowered CAI to be more proactive?
[The next presentation slide showcases CAI’s logo on the top left of the slide. Toward the middle of the slide there is a header that reads “Improve Customer Experience” with a subhead directly below it that reads "Reduced escalation rates by flagging customer intent in every interaction.” There is an image showcasing a central circle with a gradient from dark blue to orange, evoking a stylized microchip or circuit board, which signifies connectivity or technology. Encircling this is a multicolored halo that transitions through purple, blue, orange, and back to purple, suggesting an ongoing cycle. From this halo, dotted lines extend to smaller icons representing different functions: a currency symbol for financial services, a chat bubble for communication, a pair of circular arrows for updates or synchronization, a speaker for audio or multimedia, and a thumbs-up for approval or positive feedback. This graphic composition paints a picture of a cohesive, multifaceted digital service, with each icon contributing to the narrative of an integrated, tech-savvy platform. The top right corner of the slide features an image of webinar speakers Amy Payne and Tom Grosso as they continue their dialogue.]
00:25:05 - 00:26:11
Tom
Great question by the way. I think for CAI, it's in a couple different areas. On the CX analytics side, where we have that constant transcription going, we're able to track customer sentiment, customer tone, which is very, very important on the quality control side of the house. We're able to see how calls are flowing in real time and leveraging that sentiment to get a very good feel for is it positive, is it negative? What's the perception to the end user and how is the flow of that call going? We've been able to leverage CX analytics to enhance our quality control processes, really getting a feel for customer sentiment and allowing us to be proactive in terms of follow-up, not just waiting for a survey to come through.
00:26:12 - 00:27:07
Tom
Your traditional survey is usually associated with the ticket. It'll typically trigger maybe a few days after it closes, and then you might be lucky if the user even fills it out. I'm sure we're all guilty of this. We get surveys and sometimes they just get down to the bottom of the pile more times than not. But the big thing for us is the individuals who are silent about their dissatisfaction, those are the ones you need to focus on. Generally, the folks who are happy are more than willing to fill out a survey and be on their way. But while it's always nice to hear positive feedback, I'm focused on the folks who tend to be more silent. We leverage this sentiment.
00:27:08 - 00:28:09
Tom
We leverage these transcriptions to be able to proactively reach out to these users if the call didn't go well, "Hey, we want to hear about your experience." Do we disclose what we were analyzing in the background? Not really, but we are able to phrase it in a sense that, "Hey, we saw that you called into the service desk today. How was your experience? What is your feedback? What are some things that we can do differently, do better?" Really trying to get that customer perception to help support our continual service improvement cycle. That's been a big win for us and also allowing us to get the users who more times than not, probably won't fill out a survey. Relying on survey results exclusively only paints a portion of the picture. It's usually the folks that are silent that you need to focus on.
00:28:10 - 00:29:23
Tom
On the flip side of that, we're also leveraging CX sensors. What these sensors are doing are really tracking for specific keywords. I'll give you an example. Why does that matter in my space? As a support organization, we are a part of the major incident management process. Take SAP as an example, or maybe your CRM, something that typically either is tied to financials, business-driving revenue, those types of things. What we're able to do is we're able to apply these sensors to the key applications that run our client's businesses. What it does is it's looking for specific keywords tied to those applications.
00:29:24 - 00:30:26
Tom
Those sensors then trigger notifications to my leadership team, to our various incident management team saying, "Hey, we've heard this word referenced 10 times in the last 5 minutes. Something might be going on. You might want to check it out." That's allowing us to say, "Okay, we may need to do some digging, but it's alerting us proactively that there might be a problem." The traditional way of figuring this out, Amy, would be, "Oh wow, the call queue just went from five to a hundred. Something must be broke." Or you go into your ticketing system, whether if that's ServiceNow, or Freshdesk, or Remedyforce, whatever the case may be, and you start to see an uptick in tickets, but by that time it's too late. It's usually too late.
00:30:27 - 00:31:14
Tom
Too late in the sense that too late identifying that there's a problem. What the sensors have allowed us to do is to drive down our mean time to escalate major incidents that impact our client's businesses. Because these sensors, we've set them up to be sensitive enough that we're getting alerted before that call queue blows up, or before anybody even realizes that it's a large problem. We're able to get into investigation mode much faster. As opposed to being reactive in a sense where, "Oh wow, the call queue just went from five to one hundred. What's happening?" You just notice the call queue. You don't know what's happening. You just know something's up.
00:31:15 - 00:32:09
Tom
You're pinging your team members, "Hey, what's the flavor of the call that's happening? Who's on this kind of call? Who's on that kind of call? Who's on this kind of call?" We don't have to do that anymore. We have the sensors telling us exactly what is being discussed on these calls through the CX analytics module. So I know that we have had had 10 SAP references in the last five minutes. There could be a potential SAP problem. It allows us to kick off that major incident escalation and/or investigation much faster versus the traditional 20 to 30 minutes to gather all the information and then escalate it to the appropriate team. That's been a game changer for us as it relates to our major incident management process, which again, is a big deal to a lot of our clients.
00:32:10 - 00:33:00
Tom
Because usually, if there's some sort of major incident, again, there's financial impact, there's multiple users impacted, people can't work, whatever the case may be. Again, it's really been a game changer for us. I know I keep saying that, but that's really how it's been for us in this space. It's a differentiator. Are other organizations like CAI doing it this way? Maybe. Are they doing it as good? I don't think so. But maybe I'm biased in that regard. But to our clients, it's been a differentiator for what we are bringing to the table as a support organization to help them advance in this AI space.
00:33:01 - 00:33:15
Amy
That's exactly what matters. I know we're getting tight on time, but I do want to see if we can squeeze two more quick questions in here. CAI has experienced such great improvements, such great benefits, would love to hear what's next. Where do you go from here, Tom?
[The next presentation slide poses the central question "Where do you go from here?" in large, white font against a deep purple and violet backdrop. Around the right side, various graphic symbols articulate business or technological concepts: a bar chart indicating growth, a person with a headset for customer service, interconnected nodes representing networking, a globe for global connectivity, and a star rating system. A figure in the center, a woman in a purple shirt, appears to interact with these elements, highlighting the interconnected nodes. The top right corner of the slide features an image of webinar speakers Amy Payne and Tom Grosso as they continue their dialogue.]
00:33:16 - 00:34:24
Tom
I have quite a few different areas that we're going to be diving into in 2024. Automated quality reviews is not necessarily a client-facing win, but internally, operationally that is a win. I'll be spending some time learning more about what Talkdesk can do for us there. I have dabbled a little bit with it already and it seems to be pretty slick in terms of how accurate it is and also the amount of reviews that I could get done in a given month. I've had an appetite for it. Where manually, I'm getting to a certain percentage of calls per month, the automated quality review functionality will help me expedite that endeavor and get to more, be able to QA more at a faster clip with less manual intervention.
00:34:25 - 00:35:23
Tom
We'll also be diving into the IBR digital assistance. That's mostly tied to contact deflection. Can we resolve the user's issue before they even get to an agent? That's really where we're going to be heading to next. We'll continue to have a focus on that persona-based support to ensure that we're covering all the different facets of today's work demographic. Then lastly, voice biometrics, which I think is going to become more and more important, especially as we start to see this rise in social engineering attacks, phishing attacks, bad actors trying to impersonate people. I'll use the MGM example that happened back in September of this year. That breach actually happened through a service desk.
00:35:24 - 00:35:46
Tom
It definitely perked up the ears of my clients, forced us to really double down on our identity verification processes. But I'd like to leverage this voice biometric technology to harden it even more. We'll absolutely be taking a look at that as well heading into 2024.
00:35:47 - 00:36:12
Amy
Very cool. The voice biometrics thing is really cool. It's absolutely a great future addition. Another customer of ours, WaFd Bank, has been able to securely authenticate 20% of their calls using voice biometrics. The reality is that fraud is not going anywhere, so we may need to go ahead and connect you with our friends at WaFd on that one, Tom.
00:36:13 - 00:36:35
Tom
I spent some time studying their use case as well. I joined a couple webinars. Again, to me it's a no-brainer. We'll need to educate our clients on its value and really get them on board with the concept. But I think technology is fantastic.
00:36:36 - 00:36:52
Amy
Very, very cool. Unfortunately, I think we're getting close to the end of our time here. One final thought, what advice would you give to somebody who's looking to get started with AI? I don't know if you have one piece of advice or if you have a couple things you'd want to share.
[The next presentation slide features the statement "Implementing AI is a journey, not a project" in large white font against a dark purple background. The "talkdesk" logo is situated in the lower left, aligning with the theme. To the right, a circle illustration depicts a figure with headphones and a microphone, using a magnifying glass to examine a laptop screen displaying a bar chart. Nearby, floating icons of a bar graph and a pie chart suggest a focus on analytics and data. The top right corner of the slide features an image of webinar speakers Amy Payne and Tom Grosso as they continue their dialogue.]
00:36:53 - 00:37:42
Tom
I have a few things. For one, the motto that I have been operating against is that AI is a journey. It's not a project. It is it going to be continual. If you complete it like a project, it's going to get stale very, very quick. You got to be able to treat it as a journey and understanding that you're going to start somewhere and then you're going to continue to progress and ramp up throughout that journey as different use cases come to the table, as different areas of the business come on board. But I mean, some of the important things for one is educating yourself on the topic. That is very, very important.
00:37:43 - 00:38:33
Tom
You want to make sure that you have the foundational things like defining clear objectives, make sure you start small, get a win. Choose the right tools. Make sure you build the right team behind you, you have the right governance associated with it. Absolutely need to consider the ethics and privacy side of things. And just stay up to date, experiment and learn. That's the mindset I feel that you need to have if you want to be successful. Again, just double downing on AI as a journey. It is not a project. Hang on for the ride, because it can really be a good one when you put the right measures in place from the start.
[The next presentation slide contains the text “Thank you” in the middle of the slide. Below that, there is a black and white QR code, with the Talkdesk logo underneath. To the right of the QR code, the text “Experience generative AI powered, Talkdesk cloud contact center products for yourself with quick, self-guided demos” is displayed. Above this text there is a circular icon with a light bulb suggesting the idea of inspiration or innovation within the context of communication or networking. The top right corner of the slide features an image of webinar speakers Amy Payne and Tom Grosso as they continue their dialogue.]
00:38:34 - 00:39:22
Amy
Great advice. You heard it here first, folks. AI is a journey, not a project. That's another good quote I'm going to use now, Tom. For those interested in the audience, please feel free to check out Generative AI-Powered Cloud Contact Center by Talkdesk. We've got some self-guided demos that are available via the QR code that is on the screen presently. Tom, I can't thank you enough. This has been phenomenal. I've loved every second of our conversation and learning your great story, how you're innovating over there at CAI, how AI has been integral, especially the Gen AI features, and key to your service desk success. Say that five times fast. Of course, I know I speak for all of us at Talkdesk, we love our partnership with you and the CAI team. Thank you so much for being here with me today. Tom, until next time, thank you.
00:39:23 - 00:39:38
Tom
It was an absolute pleasure. Thank you.
[Closing slide 1. The next presentation slide contains the talkdesk logo front and center of the slide, with the text “Experience. A better way.” directly below it. At the very bottom of the slide reads “talkdesk.com. The background is purple and the text is all white. Closing slide 2. Blue CAI company logo with tagline “We power the possible” appears in middle of screen. Company website www.cai.io appears at the bottom center of the screen.]
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Learn more about how generative AI is changing the game for businesses, especially when it comes to helping customers. It's making things faster and smarter, and we're seeing big changes in call centers. AI can now handle tough tasks and make talking to a computer feel more like chatting with a real person. Hear from the experts on how their teams are using AI in their call centers to cut down the time they spend on paperwork after calls by over 8 minutes. Watch the recap to learn how AI can make things more efficient and improve customer service.
