This video is about the impact of AI on customer service and how NICE in particular is using generative AI to improve customer service. NICE is a tech company behind the AI-powered customer service platform used by 85% of the Fortune 100. CEO Barak Eilam joins Caroline Hyde and Ed Ludlow to discuss the impact of generative AI on its business and the customer service industry at large.
The video starts with a discussion about the challenges in customer service including lack of skilled labor, slow decision making, and personalization at scale. AI can address all these challenges. However, simply using generic AI is not enough. Customers need AI that is trained on a lot of data specific to their business and that is secure. Nice provides a platform that allows customers to do this.
The video then goes on to discuss how much NICE is talking about AI. The company mentions AI a lot in earnings calls because they believe AI is a huge opportunity for the company. NICE has been deploying and building AI capabilities for several years and they see AI as one of the two things driving their business.
The video ends with a discussion about the customer base. NICE’s customers understand that they need to invest in customer service even in a tough economy. NICE raised guidance for the rest of the year because they are confident that their customers will continue to invest.
