Closing the Customer Service Gap: How AI Is Redefining Scale, Speed, and Satisfaction - with Philipp Heltewig of NiCE

Closing the Customer Service Gap: How AI Is Redefining Scale, Speed, and Satisfaction - with Philipp Heltewig of NiCE

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Episode
1117 of 1113
Længde
40M
Sprog
Engelsk
Format
Kategori
Økonomi & Business

The gap between customer expectations and operational delivery is widening as traditional reactive service models struggle with volume volatility and workforce attrition. In this episode, Philipp Heltewig, Chief AI Officer at NiCE, unpacks how enterprises can transition to a proactive, AI-first customer experience by rethinking core service processes for the age of automation. The discussion outlines the shift from measuring simple deflection to prioritizing resolution quality, alongside the technical requirements for structuring APIs and knowledge bases to support high-performance AI agents. This episode is sponsored by NiCE. Learn how brands work with Emerj and other Emerj Media options at go.emerj.com/partner


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