In this episode, I sit down with Amelia Lowe⁠, Chief Operations Officer at SquareTrade Insurance.

Amelia shares insights on the importance of customer centricity, and how the company is using AI, particularly conversational AI, to improve service delivery throughout their European operations.

She discusses the challenges faced in adopting AI, the leadership perspective on technology implementation, and customer reactions.

Takeaways

• SquareTrade protects a wide range of products, from phones to fridges.
• The company has expanded significantly in Europe over the last nine years.
• Customer expectations are evolving, requiring a more personalised approach.
• AI is critical for achieving customer centricity and enhancing experiences.
• Chatbots are being used to provide seamless customer service.
• Building confidence in AI requires rigorous testing and iteration.
• AI should be viewed as an extension of the team, not just technology.
• Balancing automation with a human touch is essential for customer trust.
• The buy versus build decision for AI solutions often requires a hybrid approach.
• Customer reactions to AI integration can vary based on effectiveness.

Chapters

• 00:00 Introduction and Overview of SquareTrade
• 01:32 The Role of AI in SquareTrade's Success
• 03:14 Radical Customer Centricity and Personalisation
• 05:01 The Importance of AI in Sustainable Growth
• 06:08 Balancing Commercial Objectives and Customer Experience
• 07:48 The Role of Chatbots in Enhancing Customer Service
• 10:31 Building High-Performing Teams in AI Implementation
• 13:35 Buy vs. Build Approach in AI Adoption
• 15:36 Leveraging AI for Multilingual Customer Service
• 16:34 Success Story: Using AI to Improve Customer Service
• 16:34 Challenges in Adopting Conversational AI
• 18:12 Client Response to Augmented Customer Service
• 19:21 How to Connect with Amelia Lowe and SquareTrade

Keywords

SquareTrade, insurance, AI, customer experience, conversational AI, chatbots, B2B2C, customer centricity, technology, leadership

In this episode, I showcase the audio generation capabilities of NotebookLM, a note-taking research assistant powered by Google's Gemini.

To give it a test run, I uploaded a recent article that the team at Nordic FinTech Magazine published for me on the topic of Conversational AI being 'the next interface' in Banking.

Having uploaded the material, I had the option to generate an audio overview.

I did this.

Goodness me it's good.

It's made a mini-podcast or NPR-style audio feature about my article.

I have actually included the audio it generated. The quality is ridiculously good. Have a listen and let me know what you think.

Nice work Google.

In today's episode, Luke Budka, AI Director of Definition, discusses the use of Conversational AI in public relations and communications. He explains how his agency has integrated AI into their services and the benefits it brings to clients. Luke emphasizes the importance of understanding use cases and leveraging conversational AI to enhance tone of voice and communication strategies.

He also highlights the rapid advancements in AI technology and the potential for autonomous AI agents. Luke concludes by inviting brands to explore the possibilities of using conversational AI to differentiate their communication approach.

Takeaways

• Conversational AI can be used to enhance public relations and communications strategies.
• Understanding use cases and leveraging AI to enhance tone of voice is crucial.
• Rapid advancements in AI technology are opening up new possibilities.
• The future may involve the use of autonomous AI agents in communication.

Chapters

• 00:00 Introduction and Overview
• 01:31 The Impact of Generative AI on the Company
• 04:35 Initial Use of AI and its Evolution
• 06:17 The Excitement and Challenges of AI in the Industry
• 08:59 The Future of AI in Agencies and Businesses
• 11:35 The Human Dimension in AI Development
• 14:14 The Need for More Resources in AI Development
• 18:47 The Role of Humans in AI-Assisted Communication
• 21:58 The Impact of AI on Society and Government
• 23:59 The Future of Conversational AI in Communication
• 24:57 Using Conversational AI to Improve Communication Strategies
• 27:20 The Importance of Language and Tone of Voice in Conversational AI
• 29:06 Contact Information and Conclusion

In this episode, I'm offering a quick overview of the upcoming Conversational AI Mini Summit taking place in London next week.

It will feature a keynote speaker from a large bank discussing their journey with Conversational AI. Sponsors Koios and Qualyfi will also have presentations. Ed Hodges, the founder of HelloDone, will share his journey in conversational AI. The event will be small and intimate, allowing for meaningful conversations and networking opportunities.

Takeaways

• The mini-summit is a great opportunity to learn about the experiences and journeys of industry leaders in conversational AI.

• Networking and connecting with like-minded professionals is a key aspect of the event.

• The event will feature a mix of presentations, interviews, and open conversations.

• The venue is small and intimate, allowing for meaningful interactions and discussions.

Chapters

• 00:00 Overview of the Conversational AI Mini Summit
• 00:57 Keynote Speaker: Journey of Implementing Conversational AI at a Large Bank
• 01:25 Presentations and Discussions with Sponsors and Industry Experts
• 03:42 Networking Opportunities at the Mini Summit
• 06:22 Creating an Intimate and Valuable Experience for Attendees
• 
  

I'm delighted to bring you our very first podcast interview with Sam Oliver, Founder of OpenFi, the team behind the fantastic Conversational AI product, SalesTalk AI.

This episode builds on the interview I did with Sam a few weeks ago on Conversational AI News. I had such great feedback that I decided to ask him back for today's show.

I ask Sam to give us an overview of OpenFi, tell us more about how SalesTalk AI works.

I also asked him for his observations on what he's seeing in the marketplace, particularly from the point of view of the Financial Services sector clients they're working with right now.

Finally I asked him who he admires in the market -- and his quick-as-a-flash answer: Chatbase. Check them out!

You can find out more about OpenFi at www.openfi.tech.

Takeaways

• Conversational AI can automate the process of qualifying leads and booking appointments, as well as reengaging with existing clients.
• SalesTalk AI is particularly beneficial for industries with high-value products or services and a large volume of leads, such as mortgages, insurance, healthcare, and car sales.
• Security and compliance considerations, such as GDPR compliance and hallucination risk, should be addressed when implementing AI in sales and marketing.
• Integrating conversational AI with existing CRM systems can enhance the customer experience and improve conversion rates.
• Chatbase is a third-party tool Sam highlighted for leveraging Conversational AI with your own data on your website.

Chapters

• 00:00 Introduction to Sales Talk AI
• 05:39 The Value of Outbound Conversational AI
• 09:21 Addressing Security and Compliance
• 14:56 Working with Customers and Integration Process
• 18:10 Capabilities and Benefits of SalesTalk AI
• 21:59 Real-Life Use Cases of SalesTalk AI
• 25:07 Timeline and Business Model
• 27:20 Observations on the Market and Competitors
• 31:08 Ideal Customer Profile
• 34:08 Impressive Vendors and Services that caught Sam's attention
• 36:14 Contacting Sam Oliver and OpenFi

Hello and welcome to the Conversational AI Podcast. This is episode zero where I'm introducing things. This is also a sister publication to Conversational AI News. You can also find me on LinkedIn.

Summary

This is the first episode of the Conversational AI Podcast, where the host, Ewan, introduces the purpose of the podcast and his background in the conversational AI marketplace. He discusses his experience as a buyer and champion of conversational AI tools in the financial services industry. The podcast aims to provide insights and interviews with executives and experts in the conversational AI space. Ewan also mentions that he offers consultancy services and plans to organize events related to conversational AI.

Sound Bites

• "This is the first one."
• "I've been the one saying come on we should definitely do this."
• "Conversational AI News, what I'm doing there is documenting what I see happening in the marketplace for my colleagues."

Takeaways

• The Conversational AI podcast is a platform to track the developments and maturity in the conversational AI marketplace.
• Ewan has practical experience as a buyer and champion of conversational AI tools in the financial services industry.
• The podcast will feature interviews and commentary from executives and experts in the conversational AI space.
• Ewan offers consultancy services to help with implementations and go-to-market strategies for both deployers and vendors of conversational AI.
• Ewan will also organize events related to conversational AI - standby for more details!

Keywords

Conversational AI, podcast, Ewan, marketplace, financial services, buyer, champion, tools, insights, interviews, executives, experts, consultancy, events