In my recent story on voice AI (“AI Finds Its Voice), I wrote about how the Technology is changing the customer-support playbook.
In this follow-up episode of The Venture Variety Show, the voice AI story goes deeper with Tom Chen, Chief Product Officer at Aircall.
Chen talks about how AI is moving beyond chat to transform live conversations, helping human agents respond faster, stay on script and deliver better service. He also points out that AI is giving managers better insights, from automatic call grading to Coaching prompts that improve performance around the clock.
As he puts it, “If you don’t have always-on, AI-powered communication in the next five years, you’ll be at a competitive disadvantage.”
He also predicts that the next leap will come from voice-to-voice models, systems that understand tone, emotion and context directly from speech.
In addition to Substack, you can watch Episode 37 of The Venture Variety Show, featuring Tom Chen of Aircall, on YouTube, as well as Apple Podcasts and Spotify.
The podcast was originally recorded for The AI Cognitive Shift, produced in collaboration with AiNews.com.
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