The AI conversation in customer experience is moving past the obvious question.
Ali Merchant explains why the question in customer experience is no longer whether callers mind AI, but whether they get a fast answer when they call.
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About this session
In this short, Orvera AI Founder and CEO Ali Merchant explains how the conversation about AI in customer experience has moved past the obvious question. The team found early on that people do not mind talking to an AI agent, so whether a caller will accept AI is no longer the issue.
The more useful question is what happens when an individual consumer calls. Tracking CSAT on those calls showed customers were very happy even when an AI agent answered, because the response was so fast. The clip is designed for CX and contact center leaders who want to know what actually drives satisfaction once AI is on the line.
Key takeaways
What comes out of it
The old question is settled. Customers do not mind talking to an AI agent.
CSAT was measured. Satisfaction was tracked on calls from individual consumers.
Speed wins. Customers were happy because the AI agent answered quickly.
A new focus. The real question is how fast and well customers are served.
TranscriptRead the full session
Ali Merchant 00:00:00.00 So we knew that we certainly don't mind talking to an AI agent. And then the second part was that what if an individual consumer or customer calls it, right? What about that? And I think there also we were tracking their CSAT ratios and we saw that even if it was an AI agent, because it was so quick, they were like really happy.
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