Bill has been working in the conversational AI space for nearly a decade, working to scale AI companies like Mya, Guardian Analytics, and now DRUID AI, so that their solutions can help other businesses integrate conversational AI into their day-to-day operations. This work follows his previous experience working in the financial services industry for well over a decade.
Many of today’s marketing processes are powered by AI and machine learning. Discover how these technologies are shaping the future of customer experience.
“ML on its own may not be sufficient to gain a total understanding of customer requests, but it’s useful in classifying basic user intent,” said Schwaab, who believes that the brightest applications of these technologies in customer service find the balance between AI and human intervention.
“Virtual agents are becoming the first line in customer experience in addition to human agents,” he explained. Because these virtual agents can resolve service queries quickly and are available outside of normal service hours, human agents can focus on more complex or valuable customer interactions. “Round-the-clock availability provides brands with additional time to capture customer input and inform better decision-making.”