TECHNOLOGY | GENERATIVE AI
ABOUT THE COMPANIES
Kelly Manthey Global CEO , Kin + Carta Kin + Carta Kin + Carta is a B Corp-certified digital transformation consultancy which works alongside some of the world ’ s most influential companies . The firm uses its unique expertise to help clients understand and overcome the root causes of technological anxiety , guiding them through their digital transformation journey . A combination of people , planet and profit are consistently at the heart of Kin + Carta ’ s activities .
Jonathan Rosenberg CTO and Head of AI , Five9 Five9
As a giant in the field of cloud contact centre solutions , Five9 has thousands of customers worldwide and processes billions of calls every year . Its mission is to deliver joy to customers , agents and business stakeholders , assisted by the undeniable power of AI and automation .
What ’ s more , many employees have understandably raised concerns over the possibility of their jobs eventually being made redundant .
The key to successfully implementing generative AI is , according to Manthey , taking a pragmatic , iterative , humancentred approach .
“ Every business should properly assess the use cases for generative AI and understand the potential risks involved with implementation ,” she says . “ Trust is a significant issue and many valid conversations are happening about whether regulation is keeping pace with innovation in the space .”
Speaking from his experience in trying to improve contact centre interactions , Rosenberg contends that striking a balance between human and automated service must come top of the priority list .
“ Generative AI has the potential to transform business functions because it will become part of every interaction with customers – that ’ s every call , every meeting , and every chat ,” he concludes . “ That means the opportunities for creating a more fluid customer experience are endless .
“ However , that doesn ’ t mean businesses should replace all of their agents with bots or try to pass their bots off as humans . Doing so risks breaking customer trust .”
82 September 2023