Amelia CEO: The Old Model of Customer Care Has Collapsed

July 23, 2020 • 2 minute read

CEO Chetan Dube urged business leaders to build hybrid workforces of human workers and AI to support customers.

Amelia (formerly IPsoft) CEO Chetan Dube recently joined The Digital Pioneers Dialogue and BootstrapLabs Reloaded series to discuss AI and its role in business during and after the COVID-19 pandemic. The series connects industry leaders, CEOs, senior executives and digital pioneers to discuss the major impact of the pandemic on global digitalization trends, and share concrete AI solutions that promise to reshape the way we live and work.

“You’re starting to see that the old model of customer care has collapsed,” Chetan said, during the conversation. “When you have seven hours of wait time when calling one of the premier providers of travel in Europe, or two hours and twelve minutes with one of the largest banks here, you know that the old model of customer care has collapsed.”

To combat increasing service call volume initiated by stay-at-home orders, Chetan urged business leaders to build hybrid workforces composed of human workers and machines, one in which machines handle routine service calls while human workers handle more complex and unique customer interactions.

“Man has to move up the value chain. Customer care is going to be done by machines and escalations will happen when humans come in,” he said. “Machines will take care of the mundane chores. What is the point of [human] creativity if on a given day less than 30% of your creative brain is engaged?”

“The Digital Darwinistic Curve is being fast-forwarded right now and you’re starting to see a race up that curve,” Chetan added. “You’re finding a very fast transition into a digital mode of delivery.”

During the conversation, Chetan spoke with the following executives:

  • Keith Strier, VP of Worldwide AI Initiatives at NVIDIA
  • Sylvain Duranton, Managing Director and Senior Partner of BCG and Global Leader of BCG Gamma
  • Kris Fitzgerald, VP and CTO of NTT Data
  • Osvald Bjelland, Chairman and CEO of Xynteo and Founder of TPT
  • Igor Jablokov, CEO and Founder of Pryon

In addition to practical advice for businesses to survive the COVID-19 era, the speakers examined the future of AI and what needs to happen for advanced technologies to become mainstream solutions.

“What if you really got close to mimicking human intellect? What would the world be like? What efficiencies could you drive? What would be the minimum viable incomes you could drive? And what kind of an impact could you have? Those questions have haunted me for the last two-and-a-half decades of research,” Chetan said.

To achieve this level of sophistication, Chetan said companies are working to build solutions that are more intelligent than automated voice systems and scripted chatbots.

“The frontier of Artificial Intelligence is jumping from classification to comprehension. That’s the distinguishing factor of what we’ve been researching. Take the equation to the level of human understanding, to really gestate the new hybrid workforce, which will become the new equalizer,” he said.

For more on Chetan’s thoughts about how AI can help businesses now and in the future, be sure to listen to the webcast in its entirety.

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