Companies are rethinking the contact center to deliver outcomes — and empathy — at scale
Contact center AI transformation is accelerating in financial services as new innovations close the gap between surface-level metrics and genuine customer understanding in high-stakes interactions.
For companies handling deeply personal products — health savings accounts, retirement rollovers, flexible spending plans — the stakes of a poor customer experience go beyond satisfaction scores. These are lifecycle moments for individuals, demanding empathy as much as efficiency, and data-driven AI is now offering the tools to deliver both at scale, according to Dana Kantor (pictured, right), senior director of vendor and technology optimization at Inspira Financial Trust LLC, a benefits and retirement account administrator serving millions of Americans.
“These are really personal choices that people are making every day,” Kantor said. “They’re trying to pay for healthcare. They’re planning for their futures. We’re always focused on providing better health, greater wealth and supporting our account holders that way.”
Kantor and Shashank Verma (left), senior vice president and global head of digital customer experience at EXL Service Holdings Inc., spoke with theCUBE’s Alison Kosik and Rebecca Knight at Google Cloud Next, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed contact center AI transformation, first-call resolution and AI-powered customer journeys. (* Disclosure below.)
