In today's episode of Category Visionaries, we speak with Ashish Nagar, CEO of Level AI, a contact center software platform that’s raised over $35 Million in funding, about why machine learning might just finally be the customer service solution the market has been searching for. AI has come a long way in recent years, with increasingly sophisticated solutions available to emulate the human experience, and Level AI promises an automated system for analyzing and enhancing the customer service experience, particularly for companies with complex customer service needs in sectors like healthcare, finance and travel.
We also spoke about how AI is shifting from traditional language development models, the challenge of brands competing to differentiate themselves on customer service, and how Level AI manages to stand out in an oversaturated, highly commodified marketplace. 10 years ago the idea of having a meaningful conversation with a machine was the stuff of science fiction, but it looks set now to be the customer service solution of tomorrow.
Topics Discussed:
- How a product-focused background helped Ashish pioneer the customer service AI system
- The current state of conversational AI, and how recent developments promise some exciting transformations in how we relate to machine-led systems
- Why so many businesses have sub-par customer service systems, and how automation could offer a solution to the problems for all the parties involved
- Taking a product to market in an overcrowded space, including education and careful positioning for the future
- Why inertia has set in in how we implement customer service, and why it can be a real challenge to implement wholesale transformations alongside existing operational needs
- The future of AI, and how the jump from simple reasoning to complex analysis is the real holy grail on the horizon
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