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How does AI provide Real-time solutions for Customers? Find out with Mike Kail, the CTO of Everest in this episode of Engati CX!
Mike is the CTO of Everest and holds positions like Executive Technologist, Strategy Advisory for many other companies.
He has 25+ years of Technology Executive Leadership Experience. He specializes in domains such as Organizational Health, Cloud Architecture, Security, SaaS/Cloud deployments, Big Data, Monitoring/Alerting, Virtualization, Performance Tuning/Scalability, and more.
Interview with Mike Kail
This section will summarizes our interview with Mike. But, if you’d like to hear him speak, our Spotify Podcast is embedded below.
According to Mike, right now the terms “AI,” “ML,” and “Automation” are often used interchangeably. These terms are not the same. There is a difference between AI enabling smarter automation, but they certainly are not the same. AI solves IT helpdesk issues, whereas automation is used for mundane tasks. It also mitigates against future tasks and frees up Human Resources to engage in more meaningful tasks.
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Right now, Mike urges everyone to use customer data to allow a data-driven view of customers. He urges everyone to be proactive, not reactive. The solutions of the past are not realtime enough.
The world is going to be in a different space post-pandemic. So we must deliver great Customer Experience digitally. Especially post-pandemic, and we can, with the use of Cloud migration. There’s going to be a split second before a customer decides whether they’re going to go with you, or your competitor. So delivering fast digital experiences is key to delivering engagement.
Mike says we can deliver great Customer Experience without the need to scale up human capital. How? As Mike said earlier, companies need to leverage bots to enhance and deliver great Customer Experience. It allows companies to meet the elastic demands of customers that customer engagement requires.
[Customers] just want the answer. We don’t want to be on a call, on hold with bad music or dead air. It’s a bad, frustrating experience. You know, one minute on hold feels like ten minutes in normal time.
So the role that bots play is vital in crafting superior self-service solutions. Customers want answers to their queries in real-time. And by using customer support bots powered by AI, customers will make decisions and reach answers immediately.
“If anyone thinks they can plan ahead, they’re being somewhat delusional,” says Mike Kail. Given the velocity of change, you have to factor these unprecedented circumstances into your plan. So in your strive to plan, don’t be inflexible. What Mike recommends is applying chaos engineering patterns going forward. He believes that is the proper approach. Overall, just have an overall strategy and don’t be so rigid.