Tag: #Five9

  • 40: AI in Healthcare with Five9’s Roni Jamesmeyer

    Episode Summary:
    In this episode, Maribel Lopez speaks with Roni Jamesmeyer about the changing role of AI in healthcare. Roni Jamesmeyer, the the Senior Healthcare Marketing Manager for Five9, has over twenty years of experience in IT sales, giving her an understanding of the complexity of healthcare delivery. She focuses on Five9's healthcare strategy to help health systems, payers, and life sciences move their contact centers to the cloud and close the gaps in patient communications. Maribel and Roni discuss technological advancements in AI, different uses of AI in healthcare, and Roni’s research findings.

    Key Themes:
    Maribel and Roni open the episode by discussing the healthcare industry’s past attempts to improve the patient experience and how its goals have shifted. Currently, Roni is seeing healthcare companies working toward an omnichannel experience for their customers – meaning that they can interact over many communication channels. 

    AI is helping the industry move forward. Intelligent Virtual Agents (IVAs) improve operations in four major ways: security, patient experience, revenue generation, and reduced administrative backend work. Different companies may focus more on some of these categories than others, but all four functions are extremely important to the healthcare industry. 

    Roni also discusses her AI research findings. She found that AI tuning is crucial to improvement, allowing models to pick up and retain information. As these models are used, they become more personalized and more intelligent and can take on more work as a result. She also found that AI agents open up phone lines, allowing previously missed calls to be answered. 

    Visit Maribel Lopez’s Website: https://www.lopezresearch.com/
     
    Follow Maribel Lopez on X/Twitter: https://x.com/maribellopez 

    Subscribe to Maribel Lopez on YouTube: https://www.youtube.com/c/MaribelLopezResearch 

    Follow Maribel Lopez on LinkedIn: https://www.linkedin.com/in/maribellopez/ 

    Learn More About Five9: https://www.five9.com/ 

    Download AI in Healthcare: How AI Drives Value for Five9 Customers: https://www.five9.com/resources/ebook/how-ai-drives-value-healthcare-customers#:~:text=Partners-,AI%20in%20Healthcare%3A%20How%20AI%20Drives%20Value%20For%20Five9%20Healthcare,customer%20surveys%2C%20and%20analyst%20insight. 

    Attend Roni’s Webinar with Exact Sciences: https://www.five9.com/registration/2024/exact-sciences-webinar 

    Follow Roni Jamesmeyer on LinkedIn: https://www.linkedin.com/in/roni-jamesmeyer-5733461/ 

  • 36: Reclaiming the Customer Experience with Five9’s CTO Jonathan Rosenberg

    Episode Summary:
    In this episode, Maribel Lopez speaks with Five9’s CTO and Head of AI Jonathan Rosenberg on AI’s potential in the Customer Experience (CX) and Contact Center as a Service (CcaaS) space. Currently, customers are often unsatisfied with chatbot communication services at contact centers. However, AI’s increasing generative capabilities show potential for exciting future applications. 

    Key Themes:
    Maribel and Jonathan begin by discussing the current state of AI in CcaaS, and how many customers are unsatisfied with their experiences with automated calls. Contact centers have long attempted to automate aspects of the CX experience, first with DTMF and later with directed dialogue.

    Unlike these technologies, generative AI has seen widespread adoption. Consumer familiarity with artificial intelligence will lead to them understanding how to interact with generative AI over the phone. Jonathan and Maribel also discuss their predictions for how AI will impact jobs in at contact centers. Jonathan believes that jobs will change, but they will not disappear.

    Last, Jonathan defines open platforms and explains how their unique features allow for useful CX capabilities. The future of AI in CX depends on how quickly companies eliminate AI hallucinations. Once models overcome this obstacle, Jonathan predicts that AI will see wide adoption in the CX space.
    For detailed show notes, navigate using the time stamps below:

    Follow Jonathan Rosenberg on LinkedIn: https://www.linkedin.com/in/jonathanrosenberg1/

    Follow Jonathan Rosenberg on X/Twitter: https://x.com/jdrosen2 

    Read Jonathan Rosenberg’s articles in the Forbes Technology Council: https://www.forbes.com/councils/forbestechcouncil/people/jonathanrosenberg/ 

    Read the Broken Earth series: https://www.amazon.com/Broken-Earth-Trilogy-Season-Obelisk/dp/031652719X