The Intersection of Technology, Humanity, and Customer Service with PV Kannan
In this episode of The Human Code, host Don Finley is joined by PV Kannan, CEO of 24/7 AI, to explore the evolution and impact of technology in customer service and its interplay with humanity. Kannan shares his journey and insights into how customer service has evolved to blend technology, data, and human empathy to improve customer experiences. He also delves into the role of AI in understanding customer intent and context, thereby enabling more effective and efficient service. The discussion also touches on the broader implications of AI on employment and the ongoing importance of human creativity and ingenuity. Kannan emphasizes a customer-centric approach to technology, advising listeners to consider the human impact of their work in tech.
00:00 Welcome to The Human Code: Unveiling the Intersection of Tech and Humanity
00:49 Spotlight on PV Kannan: The Journey of 24/7 AI and the Evolution of Customer Service
01:43 The Genesis of a Customer Service Visionary: PV Kannan's Inspirational Journey
04:26 Revolutionizing Customer Service: How Technology Empowers Human Connections
11:58 The Future of Customer Support: AI's Role in Enhancing Human Interaction
18:37 Navigating the Dynamics of Customer Service in the Digital Age
20:59 The Impact of Industry Dynamics on Customer Service Evolution
23:42 The Irony of Monopolies and Customer Service
24:05 The Dynamic Nature of Automation and Consumer Desires
24:39 Power Outages: A Global Perspective on Reliability and Response
26:59 Exploring the Impact of AI on Employment and Productivity
28:02 The Future of Work: AI, Productivity, and Human Ingenuity
30:04 AI and the Evolution of Global Workforce Dynamics
37:33 Harnessing Human Ingenuity in the Age of AI
40:01 Advice for the Next Generation: Embracing Change and Opportunity
42:19 Closing Thoughts: The Human Connection in AI Evolution
Sponsored by FINdustries
Hosted by Don Finley
