Presented by: Matt Hansen
Ai makes a lot of promises that many customer service-based companies haven’t yet realized. The problem is not the technology, but most often it’s a weakness in 10 foundational areas in each company’s operations. This presentation will briefly review those 10 areas and dive more deeply into two of them with emphasis on measuring what really matters with Ai, and understanding how the trust between humans and Ai can be a hidden ROI multiplier for fulfilling those promises of Ai.
Abstract
Ai makes a lot of promises that many customer service-based companies haven’t yet realized. The problem is not the technology, but most often it’s a weakness in 10 foundational areas in each company’s operations. This presentation will briefly review those 10 areas and dive more deeply into two of them with emphasis on measuring what really matters with Ai, and understanding how the trust between humans and Ai can be a hidden ROI multiplier for fulfilling those promises of Ai.
About Matt
Matt Hansen is Master Black Belt in Lean Six Sigma (LSS) who has led continuous process improvement work for over 25 years. He's designed & led multiple corporate LSS certification programs and founded StatStuff.com (the only free online source for complete LSS training), which is used by many universities and endorsed from leaders at Amazon, Apple, eBay, Bank of America, Honeywell, Wells Fargo, Dell, Intuit, etc. He currently serves as a Principal Data Consultant with NICE, the leading global provider of software solutions for customer interactions.
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