Cavell Cloud Conversations
Cavell provides strategic advice to organisations enabling the Intelligent Workplace. We deliver independent research, actionable analysis and strategic advisory services to communications providers, technology vendors and investors who are shaping the future of business communications.
Cavell Cloud Conversations will bring you bitesize podcasts with some of the world's leading technology brands and most interesting speakers. Learn about the latest innovations, trends and emerging technology across areas such as IoT, networking, communications, and collaboration. Each episode is hosted by a member of the Cavell Analyst Team who will be joined by a special guest from the technology industry to discuss a particular trend or topic.
Cavell Cloud Conversations
Zoom: From Conversations to Completion - How AI Is Reshaping Customer Experience
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Customer experience is changing. The focus is moving beyond simply having conversations with customers towards actually completing the task or resolving the issue.
In this episode of Cavell Cloud Conversations, Finbarr is joined by Chris Morrissey from Zoom to explore how AI is transforming contact centers, from virtual agents and workflow automation to agentic AI, orchestration and decision intelligence.
The conversation looks at why businesses need to move beyond AI hype and focus on measurable outcomes. Chris explains how AI can complete workflows during customer interactions, connect systems behind the scenes and help organisations deliver faster, more effective resolutions.
The discussion also explores how businesses should approach AI adoption. Rather than trying to transform everything at once, starting with focused use cases can help organisations demonstrate value, build internal confidence and create a foundation for wider adoption.
Key Takeaways
- AI can do more than have a conversation. The next stage of customer experience is about AI actually completing tasks and resolving customer needs during the interaction.
- Start small, prove the value and build from there. Successful AI adoption does not necessarily require a massive transformation programme. Focused use cases can demonstrate results and create confidence for further investment.
- Integration is becoming critical. AI can only deliver on its promise when it can access the systems, data and workflows needed to complete a customer's request.
- The technology stack is converging. The traditional boundaries between contact center, communications, automation and AI platforms are becoming increasingly blurred.
- The goal should be better outcomes, not simply lower costs. AI can create efficiencies, but the opportunity is to reinvest those savings into better customer experiences and continued innovation.
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