Over the last few years, chatbots have been a focal point of attention, especially within the financial services industry. The rise of chatbots in the space started in response to a want to better connect with customers any time any place with the hopes of automating and reducing costs on the enterprise side. Since then, chatbots have become a commodity and have are considered overused.
So, when are chatbots and, AI in general, most effective?
According to Gartner, 45% of people don’t care if they are dealing with a real person or AI as long as the experience is fast, easy, and effective. Here is where I believe many chatbots miss, they are able to answer basic questions but once the complexity increases, they are no longer a viable option yet often times they continue to attempt to solve the issue. How do you balance the demand of the customer with changing technology using the background of data? One approach is through conversational AI. I sat down with the Chief Customer Officer (CCO) of one of the leaders in the space, Pypestream, in their NYC headquarters to learn more.
Meet Donna Peeples. A C-suite corporate innovator turned startup exec shaping the future of AI. Donna has a dynamic record of driving sustainable growth and stellar business results with some of the most recognizable names in the industry including as CCO of AIG. Through her years of experience in the industry and her role serving on boards, Donna’s tenacity, charisma, and deep care for the customer puts her on the top of any list of game changers.
In her current role as CCO of Pypestream, Donna works with enterprise brands to strengthen relationships with customers through the company’s secure messaging platform. Pypestream is the market’s most advanced conversational AI solution built for scale supported by a full-stack platform, military-grade security, and the only patented B2C messaging carrier purpose-built to handle any volume.
How/why did you get into your space?
Having worked in highly regulated industries my entire career (energy, financial services, insurance); it had been my experience that these verticals had been underserved by technology that could deepen the engagement with the customer but at the same time meet the regulatory and compliance requirements.
What role do you play in the tech ecosystem and why is that role important?
We think of ourselves more as a customer experience company than a technology company. Pypestream uses technology and automation to focus on the intent of the customer. Our solution and approach enables increased customer satisfaction and cost reduction. With 5 patents under our belt, we are the only patented B2C messaging carrier purpose-built for enterprise and we are built to scale. We deliver personalized, transactional utility for the end-user while having the ability to escalate conversations from automation to live representatives with full context and consumer history on the back end.
It’s not just what we do..it’s how we do it! That’s why powerhouses like SlingTV and Shell trust us.
Too many companies toss their technology over the wall to an enterprise and say “good luck.” How you implement matters. Which use cases you choose to automate matters. That’s why we’ve built the leading conversational AI deployment program, PypePro℠, and backed it with the world’s best conversational design gurus and digital transformation strategists. We ensure that your deployment advances well-defined business objectives and achieves demonstrable ROI, in as soon as eight weeks.
How has technology impacted your industry and why is this important?
“The quick shall inherit the earth.”
The quick shall inherit the earth. The variety, volume and velocity of change continues to accelerate. We help our enterprise clients to quickly digitally transform their organization.
Technology is the enabler but the focus must shift to the customer. Your most profitable customer is your most portable customer. Experience matters. We elevate the customer experience to a whole new level with an end-to-end transformation by:
- Catering to customers’ always-on lifestyles and go digital-first
- Tailoring to any use case with advanced natural language understanding
- Creating dynamic guided journeys with rich media, carousels, videos, GIFs, date-pickers, and surveys
- Integrating with any API to enable seamless transactional automation
- Keeping data private with the only patented messaging carrier purpose-built for enterprises
What do you believe is the most exciting tech trend for 2019 (as it relates to your industry)?
AI & IA – artificial intelligence and intelligent automation. AI is most impactful when it is combined with intelligent automation. It is not about replacing humans but using humans for their best ability, specifically for more emotionally charged and complex issues.
Who is a person that inspires you?
Professionally Bob Benmosche (1944-2015). He was appointed as President and CEO by the US Department of Treasury and the AIG Board of Directors. He’s best known for his leadership at AIG post-crisis at AIG, where he led the turnaround, improved profits 60% YOY, and paid the government aid pledged by the Bush and Obama administrations.
What advice would you give for someone who wants to get into tech?
Constantly learn – People, Process, Technology and Culture