Artificial intelligence (AI) is revolutionizing the call center industry—but is it truly driving transformation, or is it just another buzzword? As with most advancements, the reality is more nuanced.
In this episode of The Next Gen Call Center, we sit down with Ram Sundaram, Director of AI Development at Genesys—a global leader in omnichannel customer experience and contact center solutions, trusted by over 10,000 companies across 100+ countries. Ram leads a team pioneering AI solutions that power millions of customer interactions. With over a decade of experience in conversational AI, his expertise spans from the early days of Hidden Markov Models and deep learning NLP to today’s cutting-edge LLMs and SLMs. Having held key roles at Broadcom and Microsoft’s Core Speech Team, Ram brings a rare insider’s view on the evolution of AI and its transformative impact on the future of customer service.
Here are some key takeaways
The Evolution of AI in Call Centers. Significant advancements in AI have taken place, from early rule-based systems to today’s sophisticated language models. Staying updated on the latest developments is crucial to fully leverage AI’s potential in call centers.
The Importance of Practical AI. AI solutions must deliver real-world value, not just remain theoretical concepts. Engineering and building scalable, practical solutions that can be deployed in real environments is essential.
The Future of AI in Call Centers. AI will increasingly automate routine tasks, enhance agent efficiency, and provide supervisors with better insights. There is also potential for AI to personalize customer experiences and optimize customer-agent matching.
Challenges in Developing AI Solutions. High-quality data, skilled engineers, and a clear understanding of business problems are key to successful AI development. Continuous innovation and iteration are necessary to keep AI solutions relevant.
Ethical Implications of AI. Ethical considerations such as privacy, job displacement, and potential bias must be addressed. Responsible development of AI solutions that prioritize ethical standards is essential.
