Get out of Wrap is a dedicated podcast for the contact centre community, hosted by Martin Teasdale, a contact centre veteran. The podcast features conversations with passionate contact centre people from across the industry who share insights, anecdotes and stories from their careers. Launched in 2019 and now with over 100 episodes, Odigo is joining the guest list with new voices, insights and topics.
Episode #138 – featuring Andy Watts
Beginning with conversational AI and natural language processing (NLP), this is a customer-focused discussion about applying technology to modern everyday contact centres issues. How can personalisation, vulnerability and changing digital needs be taken into account when orchestrating processes and technology into coherent CX?
You can also read more about using AI and NLP in contact centres in our blog on improving CX performance with AI.