Save people from screaming "representative"

Do you really need a human on the line, or do you just need to give virtual agents a chance? Listen to host Albert Lawrence, Jeannie Walters, customer experience speaker and trainer, and Morgan Carroll, Senior AI engineer at IBM, dive into how generative AI is making human and virtual agents better at their job. The future of customer service is personalized, pro-active, and even empathetic.The opinions expressed in this podcast are solely those of the participants and do not necessarily reflect the views of IBM or any other organization or entity.