CX Files David Powers - Rooter Hero - The Three-Faced AI God In CX
David Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA.
David is also a published author and the host of the CX Riot Radio podcast.
This conversation between Mark Hillary and David came about because of a recent CX Riot Radio epsisode titled 'The Three-Faced AI God' where David talked about his experience of using AI in the contact center.
David's experience shows that AI has genuine value, but there is a big difference between the genuine application of AI to improve CX and what is promised by many commentators and "AI gurus."
David is both a CX leader and manager, in addition to his role commenting on the industry, therefore his direct experience with AI in the contact center provides a helpful comment on what is working, what is not, and what CX leaders can do to get the most from their AI strategy.
https://www.linkedin.com/in/davidjpowers2/
SUMMARY
Mark Hillary and Peter Ryan discuss the pragmatic views of David Powers, VP of CX at Rooter Hero, on AI in customer experience (CX). Powers critiques the over-reliance on AI, which often frustrates customers and agents, and emphasizes practical AI use cases like agent assist tools and automated summaries. He highlights the importance of transparency and maintaining human interaction in CX. Despite AI's potential, many projects fail to generate ROI, with research suggesting that 95% are not creating value. Powers advocates for a balanced approach, using AI to enhance agent performance rather than replacing human agents, and stresses the need for common sense in AI implementation.