Unlock the Power of Loris.ai in the Customer Service Revolution!

Table of Contents

1. Introduction
2. Background of Eugene Mandal
3. Getting Into AI: Aspiring to a Career in AI
4. Loris AI: Conversational Quality for CX
5. The Challenges of Implementing AI in CX
6. The Benefits of Loris AI for CX Leaders
7. The Role of AI in the Future of CX Organizations
8. The Agent Co-Pilot: Assisting Agents with AI
9. Overcoming Fear and Misconceptions about AI
10. Conclusion

Introduction

In this article, we will explore the intersection of AI and customer experience (CX), focusing on the role of AI in improving conversational quality in CX organizations. We have the pleasure of speaking with Eugene Mandal, Head of AI for Loris AI, to gain insights into his background in AI and the impact of AI on CX. From implementing AI to the challenges and benefits it brings, we will delve into how AI, such as Loris AI's Agent Co-Pilot, can revolutionize the way CX leaders approach quality assurance and analytics. So, let's dive in and unveil the power of AI in the CX realm!

Background of Eugene Mandal

Before diving into the world of AI in CX, let's get to know Eugene Mandal, the Head of AI for Loris AI. Eugene's journey into AI began with a passion for exploring the collaboration between humans and machines in various industries. With a knack for understanding the intricacies of human language and its connection to business environments, Eugene found fascination in the realm of AI. With years of experience in engineering, product management, and data science, Eugene brings a multidisciplinary approach to his role at Loris AI, where he is currently focused on AI for CX.

Getting Into AI: Aspiring to a Career in AI

For those aspiring to get into AI, Eugene's journey serves as an inspiration. He acknowledges that the landscape of AI has drastically changed over the years, making it easier for individuals to enter the field. With the abundance of open-source tools and commercial solutions available today, obtaining and working with data has never been more accessible. Eugene advises aspiring AI enthusiasts to get their hands dirty with data, spending time understanding, analyzing, and thinking about specific datasets. This hands-on approach not only builds skills but also uncovers insights that can Shape AI applications.

Loris AI: Conversational Quality for CX

Now, let's delve into the core of our discussion: Loris AI and its mission to enhance conversational quality for CX organizations. Loris AI brings together two vital components of CX: conversational analytics and quality assurance (qa). By marrying these two disciplines, Loris AI enables CX leaders to answer key questions in every conversation: What is the best thing to say? What does the agent actually say? And how can agents be trained to improve their communication skills? This holistic approach empowers CX organizations to optimize both analytics and QA processes while fostering collaboration between humans and machines.

The Challenges of Implementing AI in CX

Implementing AI in CX comes with its own set of challenges. As CX leaders explore AI solutions, it is crucial to navigate the sea of choices and understand the realities of the products available. Eugene emphasizes the importance of looking beyond marketing claims, ensuring that AI vendors deliver on their promises. It is essential to evaluate the extent to which AI solutions can integrate seamlessly into existing workflows and deliver Meaningful results. Understanding the implementation costs and avoiding overpromising are key factors in selecting the right AI solution for CX organizations.

The Benefits of Loris AI for CX Leaders

CX leaders can reap numerous benefits from implementing Loris AI. One notable advantage is gaining visibility into all customer conversations, which is often limited to just a fraction of interactions in traditional QA departments. By providing this comprehensive view, Loris AI enables fairer assessments of agent performance and generates actionable insights. Rather than hiring more QA analysts, CX leaders can leverage Loris AI's smart distribution of work between humans and machines to optimize resource allocation. This not only enhances efficiency but also amplifies the impact of analytics and QA in improving conversational quality.

The Role of AI in the Future of CX Organizations

Looking forward, AI is set to revolutionize the structure and operations of CX organizations. Eugene envisions a future where human and machine collaboration becomes the norm, transforming the traditional conversation-routing model. Conversations will no longer be decided solely by automation or human agents but rather by a dynamic Blend of both. AI will take on the role of an assistant, guiding agents and flagging complex or emotional situations that require human intervention. This shift will reshape the skill sets of CX agents, elevating their subject matter expertise and communication proficiency.

The Agent Co-Pilot: Assisting Agents with AI

One remarkable feature of Loris AI is the Agent Co-Pilot, a browser extension that assists agents during customer interactions. This AI-powered tool monitors customer messages and agent responses, assessing sentiment and intent to suggest appropriate replies. Agents can accept, modify, or reject these suggestions, reducing mental load and boosting confidence. The Agent Co-Pilot empowers agents to be more proactive and efficient in their communication with customers, driving customer satisfaction and improving overall conversational quality.

Overcoming Fear and Misconceptions about AI

Despite the promising potential of AI, there are lingering fears and misconceptions surrounding its implementation. Eugene acknowledges the meeting point of reality and science fiction in the AI realm, leading to apprehension and skepticism. However, he emphasizes that legitimate concerns exist, particularly in areas like misinformation and disinformation on social media. It is crucial to balance the powerful capabilities of AI with responsible implementation and human oversight. AI should serve as a tool rather than an autonomous entity, enabling humans to make informed decisions and empowering them to steer its Course.

Conclusion

In conclusion, AI has emerged as a Game-changer in the CX landscape, offering unprecedented opportunities to enhance conversational quality and analytics. Loris AI, under the leadership of Eugene Mandal, is at the forefront of this revolution, bridging the gap between conversational analytics and QA. By implementing AI solutions like Loris AI's Agent Co-Pilot, CX leaders can gain visibility, deliver actionable insights, and transform their organizations into CX powerhouses. As AI continues to evolve, it is crucial for CX leaders to embrace this transformative technology and harness its potential while upholding human control and ethical standards. The future of CX is here, driven by the collaborative force of humans and machines.

Resources:

• Loris AI Website