Redefining Telecom Customer Care with AI Digital Humans
episode
The Fast Mode Podcasts: Breaking News, Analysis and Updates From Telecoms Industry
43 min
1 speaker
8 chapters
transcribed 1 month ago
Transcript
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Transcript generated automatically by AI and may contain errors.
What are the biggest gaps and challenges in today’s telecom customer service experience?
Welcome to the Fast Mode Podcast series. I'm Tara Neal, and with me today is Tyler Merritt, the CTO at Unique. Unique is a global leader in digital human technology, providing lifelike and emotionally intelligent, AI-powered virtual beings for businesses seeking to elevate customer experiences. Unique's platform enables organizations. Organizations to create highly personalized interactions that drive engagement, foster trust, and deliver exceptional value. Welcome, Tyler. Great to have you on today's
episode. Thank you so much, Tara. Thanks for having me here. Good morning. Oh
yeah. Morning to you too. Okay, so let's start. Um looking at telco customer service, right? What are the biggest gaps and challenges that you see?
Yeah, I I think it's a familiar experience for anybody anywhere on the globe. Um, you need to make a change to your account or investigate adding a line, something like that. And you're bounced between at least three to four people. It feels like no matter what you call it. No matter what option you select, right? There's like, oh, I need to get you to the next department. So there appears to be an enormous disconnect uh internally, right? And it I I spent the earlier part of my career in telecoms, so there's some historical context where these modern companies are conglomerates. of many, many, many smaller companies that have been acquired and and they have the challenge of integrating. Mm-hmm. So it's not um it's not a mystery why there's the disconnect, but it is a problem.
Problem. It's a problem for all of us as consumers. Mm-hmm. Um and so we are focusing on certain ways with modern technologies to, you know, solve that disconnect. And that's where the digital humans come in.
Mm-hmm. So I guess yeah, you know, uh when we look at uh you know, telecom customer service experience and everyone's uh talking about, you know, they want to make it seamless, they want to make it omnichannel, they want to not uh have to repeat uh, you know, their problems again as they you know, like what you mentioned, you know, you get passed from one person to the other and you have to uh bring out the entire history of what happened. And I think it's really cumbersome. I mean It's really annoying, you know, and that that um if you actually get to the right person, sometimes you can't even go get through the numbers. So um true enough. It it's something that you know we need to address. Um and I think one thing that comes up you know in these conversations is this concept of AI digital humans.
Um it's pretty intriguing, you know. We you we have the word digital, we have the word humans, and we have the word AI. So you You know, um, you know, maybe you can explain what this concept is and how are these, you know, digital humans helping us address the challenges we spoke about.
Yeah, sure. So as I said, I spent the early part of my career in telecom. At that time, uh, VoIP, you know, was was the new thing, right? And it was an uncomfortable shift from analog into the world of digital. And here we are, fast forward 20 years, we are at another shift where we are shifting from uh passive humans programming the computer with Commands to artificial intelligence that is effectively the computer speaking human, right? Yeah. We taught it how to talk like us, finally. How to. That's what a large language model is. It is a representation of language and it gives the computer in its own mathematical function of way of thinking, it gives that computer an understanding. Gives of human speech and human language.
And so we can talk to it. The way we talk to each other, they're getting monstrously effective. I'm sure you've used uh AI tools, right? Yeah. To have a chat and and ask a question. And we all have experienced yeah.
It's my lifeline actually.
Yeah. Yeah. And and I think for many people the data is showing that there's this enormous shift away from passively asking questions to search mach you know, search uh engines and just interacting with what they perceive as something that like I'm not going to call them conscience or anything, but they're switched on in a way that, you know, even even a year ago.
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Chapters
8 chapters
1
What are the biggest gaps and challenges in today’s telecom customer service experience?
0:11–5:28
2
How do AI Digital Humans work and what makes them different from traditional chatbots?
5:28–11:50
3
Why is emotional intelligence essential for AI Digital Humans in customer interactions?
11:50–16:59
4
How did the digital human ‘Emma’ achieve 98% customer satisfaction in Amarillo?
16:59–22:50
5
What role did a digital human play in helping AARP members enroll in Medicare?
22:50–28:56
6
How can human employees learn and improve by training with AI Digital Humans?
28:56–33:58
7
How are AI Digital Humans increasing sales and upsell conversions for telecom providers?
33:58–39:12
8
What does the future hold for AI Digital Humans in telecom and beyond?
39:12–43:02
Speakers
1 identifiedMore from The Fast Mode Podcasts: Breaking News, Analysis and Updates From Telecoms Industry
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