Defining Moments from the Insight Jam: Improving Experiences with AI-Powered Customer Engagement

The editors at Solutions Review have highlighted some defining moments from the Insight Jam LIVE event by spotlighting their favorite quotes from the industry expert panelists. This panel examined the way AI-powered customer engagement can improve experiences.

At Solutions Review, every December is defined by the Insight Jam LIVE event, which brings enterprise technology experts, solution providers, and end-users together for a week of panels, predictions, and industry insights. For example, the Improving Experiences with AI-Powered Customer Engagement panel—moderated by Michael Israel, the Head of Field Service Evangelism at Zuper—discussed how companies can use AI-powered technologies to improve customer experiences, engagement, and retention. Panelists included Dan Aldridge from Merino Consulting Services, Ivan Ostojić at Infobip, Raghu Ravinutala of Yellow.ai, Jason Beres at Infragistics, and Isabelle Guis from Brevo.

While the hour-long panel is filled with insights, we wanted to spotlight a few “defining” moments from the discussion.

Defining Moments from the Insight Jam: Improving Experiences with AI-Powered Customer Engagement

Isabelle Guis, Global CMO & CEO of North America at Brevo

“AI has always been present; this is not new. We have plenty of AI in chatbots, market analysis, and segmentation use cases. What we’re getting so much buzz around now is generative AI, where, instead of just understanding the data and gaining insight, we use it to take action and create content, which has been one of the biggest bottlenecks for marketers.

“Because customer journeys are very complex and different, some people spend more time on spreading awareness than others do on consideration. We can create hundreds of segments, but nobody can create custom hyper-personalized content for those hundreds of segments. And now we can, and we can do it at scale and in real-time.”

Dan Aldridge, the Director of North America at Merino Consulting Services

“AI can give you the additional capability to get human interaction up to speed. It’s an augmenter that spurs human interaction in the sense that it prepares a human to have all the information they need to respond to a customer very quickly and very accurately. For example, if you’re a sales or customer service rep, you can ask something like, ‘What’s my day sales outstanding in AR?’ A generative AI copilot can immediately get them an answer.”

Ivan Ostojić, Chief Business Officer at Infobip

“We are in front of something that will change customer engagement fundamentally. What we have are two mega trends colliding: one is the rise of generative AI, and the other is the rise of rich communication channels for communicating, like iMessage,  WhatsApp, or Instagram messengers.

“With these two trends colliding, we have an unprecedented opportunity to make customer journeys more conversational with AI. AI has always been a tool, but we haven’t seen it increase productivity. But I think that will be possible now. For example, we have moved our customer support into WhatsApp, automated it through GenAI, and seen a cost reduction between thirty and fifty percent. We’ve also seen increased net promoter scores because you have instantaneous responses.

“There’s a similar situation happening in marketing, where we see a three to four-fold increase in the productivity of marketing campaigns where we deploy AI together with conversational channels. All of these are good leading indicators saying that AI will lead to automation at scale, and I believe we will witness dramatic change when people finish their pilots and move into production.”

Raghu Ravinutala, the Co-Founder and Chief Executive Officer at Yellow.ai

“We as a company believe that in a reasonable medium-term future, especially related to customer support and some kinds of marketing, we’ll have close to zero-touch experience around support and customer experience in many cases. We are not ready for that right now, but we have seen a tremendous improvement over the last three years, where the automation rates have gone from ten percent to ninety percent plus.

“The capability of AI right now has reached a point where interactions can be empathetic, and the AI can make decisions. Moving forward, I don’t believe the human element will get in between the conversation. However, the human will be heavily involved in managing and training the AI instead of directly interacting with customers and being the primary point of contact for support and experience. That’s the direction we believe this industry will move.”

Jason Beres, the Senior Vice President of Developer Tools at Infragistics

“I think customer satisfaction is a huge area where AI can move us forward. It helps us own the customer relationship, which doesn’t necessarily mean closing our deals, but it does mean making the customer experience better and giving the customer the information they want faster.

“When working with chatbots or interactions within tooling, we can get 360-degree views of a customer in the data lake. That means when dealing with a customer through AI or a human representative, the customer gets answers, results, and information faster. This also allows your company to get more information from the interaction. For example, you can do a sentiment analysis of the customer or run some predictive analytics through dashboards or BI. All of this has dramatically raised the level of what we can do on that customer experience side.”

Michael Israel, the Vice President of Zuper Community

“I am personally very excited about how I think AI can help us deliver on the philosophy of completed service work, and I’m looking forward to seeing how companies will use AI to cement that behavior amongst not just their field service technicians but their entire customer service force, including all their agents, call center agents, service representatives, and even salespeople.”

Watch the Full Panel Discussion Here