Welcome to the CanadianSME Small Business Podcast, hosted by Kripa Anand, where we explore the latest technological advancements and their impact on Canadian businesses. Today, we're diving into how Artificial Intelligence is revolutionizing customer service.

Joining us is Chris Ellison, Group Vice President and General Manager for ServiceNow Canada, with over 22 years of experience in sales and leadership. Chris will discuss the rise of Agentic AI in customer service, how Canadian consumers’ expectations are evolving, and how businesses can tackle the challenges and opportunities that come with integrating AI solutions.

Key Highlights:

1. The New Era of Customer Service with Agentic AI: Chris will explain what Agentic AI is and how it differs from the rule-based chatbots of the past, and the practical benefits for businesses.
   
2. Emotional Context and Seamless Customer Service: Chris will discuss how Agentic AI understands emotional context and offers a more seamless and empathetic customer service experience, including its ability to hand off to human support when necessary.
   
3. Canadian Consumer Expectations and the Trust Gap in AI: Chris will share the key findings from the Consumer Voice Report, particularly regarding Canadian expectations for emotional cue recognition and current trust levels in AI voice assistants.
   
4. Bridging the Trust Gap in AI for Sensitive Interactions: Chris will discuss how companies can bridge the trust gap when implementing Agentic AI in customer service, especially for more sensitive interactions, given the significant majority of Canadians still prefer human support for emotionally charged issues.
   

Special Thanks to Our Partners:

• RBC: https://www.rbcroyalbank.com/dms/business/accounts/beyond-banking/index.html
• UPS: https://solutions.ups.com/ca-beunstoppable.html?WT.mc_id=BUSMEWA
• Google: https://www.google.ca/

For more expert insights, visit www.canadiansme.ca and subscribe to the CanadianSME Small Business Magazine. Stay innovative, stay informed, and thrive in the digital age!

Disclaimer: The information shared in this podcast is for general informational purposes only and should not be considered as direct financial or business advice. Always consult with a qualified professional for advice specific to your situation.