Etie Hertz on Conversational AI impact on CX

“It’s your customers telling you what they think about your company, what your product about your service; it’s incredibly valuable if you can use that to your benefit.”

Etie Hertz, CEO of Loris.ai, is featured in this episode of Be Customer Led with Bill Staikos. Currently, Loris provides customer service employees with real-time coaching. When transitioning to chat and email-based customer care, firms employ Loris to assist the support team’s shift to these more current channels of client communication. In 2019, Loris transformed into a technology firm with an interaction-level impact. They developed a software solution based on natural language processing that can be integrated with existing customer service platforms to guide agents in real-time with their best practice language suggestions. In 2021, Loris emerged from stealth mode as a potent AI solution in the form of a chrome extension. Having such expertise and experience, Etie investigates the influence of conversational AI on CX in great detail throughout today’s episode. 

[01:02] Etie’s Journey – Etie shares the defining aspects of his life and career that led him to become the CEO of Loris.

[04:05] The Evolution Of Conversational AI - How conversational AI has altered over the past 15 years and how the B2B sector has adopted this technology.

[08:18] Benefits – Etie describes some advantages of customer involvement he has observed while working with his clients. 

[12:32] Rush to Digitalization - Etie explores if he sees some individuals rejecting technology due to corporations pushing more digital towards them and whether businesses need to be more thoughtful about how they engage customers across several platforms.

[15:51] B2B and B2C - When it comes to the application of conversational AI technology, how do business-to-business (B2B) and business-to-consumer (B2C) organizations differ?

[19:51] Horizon – Etie expresses his thoughts on the future of conversational AI, emphasizing real-time conversational awareness and disclosing insights. 

[22:15] Digitally Immersive Environment  - We pondered what it might be like to have an agent in a digitally immersive environment.

[24:48] The Policy - Does Etie’s company have a policy that is so customer-friendly that it causes customers to perform a double take?

[26:30] Inspiration - Etie shares what has been influential to him.

Resources:

Connect with Etie:

LinkedIn: linkedin.com/in/etiehertz/

Website: loris.ai/