The AI narrative is clear | Eric Guarro (SVP Digital Transformation, Ibex)

In The Future of Voice AI series of interviews, I ask three questions to my guests:

- What problems do you currently see in Enterprise Voice AI?
- How does your company solve these problems?
- What solutions do you envision in the next 5 years?

This episode’s guest is Eric Guarro, SVP Digital Transformation, Ibex.

Eric is a distinguished leader in digital transformation, bringing over
two decades of operational and technical expertise to his role as SVP of Digital Transformation at ibex. In this key strategic position, Eric
spearheads the strategy and execution of ibex's digital transformation
initiatives, reshaping customer, and brand interactions through the seamless
integration of AI-enabled technology with cutting-edge contact center
services.

ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of 30+ operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.

ibex leverages its diverse global team of over 30,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 200 million critical customer interactions, adding over $2.2B in lifetime customer revenue each year and driving a truly differentiated customer experience.

Recap Video

Takeaways

• ibex always starts with understanding where customers are from a digital transformation journey perspective.

• The first thing they do is thorough customer journey mapping. ibex has 250 inside analysts around the globe working on this.

• This process helps understand where to infuse AI to help customers

• Because of their deep expertise and visibility, they understand the best of the best technology and what’s working and what's not in the industry

• AI demos are easy but taking them into production is very hard

• They may decide not to automate the full journey but do a portion of it for improved experience and efficiency

• ibex has been deploying Agent Assist for several years

• Leveraging AI takes Agent Assist to the next level from a “next best action” prediction perspective

• Agent Assist improves the onboarding of agents, but it also helps afterward. Generally speaking, once agents learn the business they start using it less and less.

• The narrative in customer service is clear: easy tasks will be taken care of by AI Agents, and people will take over more complex tasks

• ibex has already deployed AI Agents as well and is super excited about them

• Eric thinks AI hallucination is not a big problem today. It can be fixed by proper training, fine tuning and deployments

• AI agents can be deployed gradually. Start with 1%, then 5% , then 10% and once there is enough confidence, deploy to 100%