The two things contact centres have been missing until now

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Kane Simms
  • Founder and CEO at VUX

The contact centre holds a record of almost every customer interaction. Every conversation tells you why customers are calling. Processing those conversations at scale took the power that the contact centre never had before.

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About this episode

Ping Wu, CEO of Cresta, joins us to work through what that shift means for enterprise contact centres, from fixing what makes customers call to automating the calls that can be

Human effort never scaled the way silicon does, so for years most of that record went unread. Large language models bring processing power and language understanding to work through millions of conversations, identify what is driving them and turn that into insight, coaching and automation.

We also get into the four types of conversation every contact centre is sitting on, why screen recordings hold process data that documents miss and what a realistic AI transformation path looks like for an enterprise.

Show notes

Find out more about Cresta ⁠
Download Cresta’s CX Workforce Report⁠
Register for our webinar: Meet contact centre 3.0

Guest

Ping Wu

CEO of Cresta

One of the foremost experts in the field of customer experience AI, Ping co-founded and led Google’s Contact Centre AI and Vertex AI platforms. An engineering leader at Google and YouTube, Ping joined Cresta in 2021 to build the future of AI-driven customer experiences. Ping holds a PhD in computer science from University of California, Santa Barbara.

Timestamps

00:00|Intro
01:07|Understanding Cresta’s AI platform for customer experience
03:33|Ping Wu’s journey from Google to founding Cresta
07:12|Why a holistic AI platform outperforms siloed solutions
10:22|Leveraging screen data for process improvement and ambient agents
12:33|Turning contact centre data into actionable insights and automation
18:52|AI-powered knowledge base curation from live conversations
20:09|How LLMs provide missing compute for customer experience
21:43|Practical steps for automating contact centre operations at scale
27:50|Integrating Cresta with existing contact centre systems
30:01|The power of a holistic AI approach in contact centres
30:54|Podcast conclusion and our upcoming webinar

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Kane Simms

A strategic AI advisor who, for the past decade, has helped business leaders and product owners transform customer experience using conversational and generative AI.

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