S2 Ep6 - The Future of AI & CX – A Conversation with Kevin Surace, Virtual Assistant Pioneer

In this episode of The Wilmac Wire, Emily Miller talks with Kevin Surace, AI and automation pioneer, about how virtual assistants have evolved and what the future holds for AI in customer experience.

Hear how AI:

• Transformed from early virtual assistants like Mary to today’s AI-driven solutions.
• Is reshaping contact centers by automating Tier 1 customer interactions.
• Helps businesses improve CX efficiency while reducing costs.

This episode explores the evolution of AI in customer experience and how businesses can leverage it for smarter, more effective interactions.

Tune in now to hear how Kevin’s innovations have shaped AI-driven customer engagement and where the industry is headed next.

Episode Breakdown:
0:26 - Meet Kevin Surace, AI and automation pioneer
2:57 - The origins of virtual assistants and AI’s early days
5:04 - How AI is transforming customer experience in contact centers
6:12 - The evolution of AI-driven automation
7:47 - The role of AI in cost savings and operational efficiency
9:22 - AI’s impact on Tier 1 customer interactions
13:04 - What’s next for AI in business and customer engagement
17:21 - The future of AI-driven contact center solutions
23:20 - Final thoughts on AI’s role in CX

Connect with the speakers:
🔗 Kevin Surace: https://www.linkedin.com/in/ksurace/
🔗 Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/

🎙️ Listen to more episodes: https://wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast/