Join Bo and Oliver live from Customer Contact Week 2024 in Las Vegas as they sit down with Colin Crowley, VP of Customer Support at Maven Clinic. Colin brings over 15 years of experience leading global customer experience organizations and driving digital transformation.

Together, they dive into the exciting potential and the stark reality of AI in customer support. Colin shares his insights on:

• The Hype vs. Reality of AI: Unmasking the set-it-and-forget-it myth and the crucial role of ongoing maintenance.
• Democratization of AI: How newer technologies are making AI accessible and changing the vendor landscape.
• AI's Impact on Healthcare: Unique barriers, opportunities, and the promise of AI-powered quality measurement.
• Choosing the Right Vendor: Key questions to ask beyond the sales pitch and focusing on long-term vision.
• RPA vs. AI: Understanding the nuances, differences, and how to leverage each effectively.

Tune in for a real-world perspective on how AI is transforming customer support, contact centers, and the very future of agent roles!

Episode timestamps:

0:00 - Introduction

1:12 - Meet Colin Crowley, VP of Customer Support at Maven Clinic

2:54 - Unpacking the Hype vs. Reality of AI in Customer Support

4:32 - Democratization of AI Access and Its Implications

7:09 - Choosing the Right AI Vendor: Key Considerations

10:07 - Can AI Fully Replace Agents? A Realistic Look

11:39 - AI in Healthcare: Barriers and Opportunities

14:30 - AI-Powered Quality Measurement in Healthcare

15:21 - Implementing AI in a Regulated Environment: Entry Points and Strategies

18:05 - RPA vs. AI: Ease of Maintenance and Costs

21:01 - The Importance of "Agency" in AI and RPA

25:14 - Customer Support at Maven Clinic: A Human-Centric Approach

27:24 - The Future of AI in Customer Support: Exciting Predictions

29:56 - Anecdotes and Lessons Learned Implementing AI

31:26 - Connect with Colin Crowley

31:50 - Outro