On this episode, Amelia welcomes Beth Schultz, VP of Research & Principal Analyst at Metrigy, a research firm that specializes in customer experience. During this conversation, Beth and Amelia discuss:
- The intelligence behind powering intelligent virtual assistants (IVA).
- The rise of a self-service customer experience where the customer doesn’t need a live agent.
- The five components of automated self-service.
- The number of companies that have adopted IVA self-service or have it on their radar.
- The challenges companies face in achieving a frictionless experience.
- The various ways customers use conversational AI in customer service.
- The importance of AI and machine learning to keep your system up to date.
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