Forbes November 13, 2024
Chief Technology Officer, Talkdesk. Munil Shah is a seasoned AI and cloud executive passionate about driving innovation.
We’ve all been there. “For technical support, press 1. For billing inquiries, press 2 …” The frustrating maze of automated phone menus, followed by the dreaded “Your estimated wait time is … 30 minutes.” This all-too-familiar scenario has been the bane of customer service for decades. But what if I told you the days of these archaic interactive voice response (IVR) systems are numbered?
We all recognize the game-changing nature of generative AI (GenAI), and perhaps nowhere is it more impactful than in completely reinventing the customer experience (CX). By harnessing the power of natural language processing (NLP) and machine learning, GenAI is...
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