Shows
The Digital Voice Of The CustomerUnlocking AI in Utility Customer Engagement: AGENT511 Conversational Virtual AssistantListen to our latest podcast and discover how AGENT511 brand new Conversational Virtual Assistant (Chatbot) can transform your utility's customer interactions by leveraging state-of-the-art AI technology, customized with real utility data. You will also access a roadmap for introducing and scaling this solution within your organization.Enjoy the episode and:See how AGENT511 AI Assistant manages outage reporting, billing inquiries, and energy usage questions in real-time.Explore personalized customer engagement through tailored responses based on real utility data.Learn about multi-channel accessibility with our cloud-based deployment, and potential expansions to other digital platforms.Discover how you can i...2024-10-2326 minThe Digital Voice Of The CustomerGenerative AI and The Future of Utility Customer EngagementIn this episode, the AGENT511 team discusses the company's vision for integrating LLMs and Generative AI into your utility customer engagement strategy.Listen to Jay Malin, Managing Director; Raed Adhami, CTO; and Leo Molina, Director of Software Architecture as they explain why this moment in history is like no other – from the rising costs of customer service and labor shortages, to higher need for productivity and evolving customer expectations of our post-pandemic society.A new kind of unified digital brand is on the horizon for the utilities that are ready to leverage the opportunities introduced by Ge...2024-01-0847 minThe Digital Voice Of The CustomerEnhance Your PSAP's Situational Awareness – Leveraging Streaming Video For Precise DispatchingIn this episode, Denis Marin, Sr. Product Manager at Intrado and Jay Malin, Managing Director at AGENT511 discuss how to maximize the usage of one of the most important available tools – the camera phone – to enable dispatchers to link emergency calls with multimedia and live streaming video, and better prepare first responders to rapidly tackle danger. Both industry leaders demonstrate the capability and describe use cases.Listen to this episode and learn about:How you can utilize our tools to put dispatch in control of streaming video and multimedia;Multiple use cases, best practices, and insights into emer...2023-11-1052 minThe Digital Voice Of The CustomerIncrease Customer Loyalty During Outages – A Chat with Russ Henderson, Director of Research & Councils at ChartwellIn this episode our CEO Jay Malin meets with Russ Henderson, Director of Research and Councils at Chartwell, to discuss their experiences working with leading utilities to create successful customer engagement programs.2022-09-2828 minThe Digital Voice Of The CustomerHelping Public Safety, One Conversation At A Time – A Chat with Paul Guest from Zetron, a Codan CompanyIn this episode our CEO Jay Malin meets with Paul Guest, Senior Director of Business Development and Product Marketing at Zetron, a Codan Company. Paul is a veteran of the public safety industry and is proud to play a small but important role in helping public safety one conversation at a time. He's an active volunteer in his community and is truly dedicated to excellence in public safety.The podcast explores the recent acquisition of Zetron by Codan, and the exciting opportunities that lie ahead not only for the organization and their customers but the wider...2021-06-1618 minThe Digital Voice Of The CustomerSafeguarding College Campuses during COVID-19 – A Chat with Chief Thompson (Arizona State University)What are some of the challenges and opportunities for campus safety to take a leading role in student wellness and public safety? How are campus departments coping with communication and social adversities during COVID-19 both internally and in the wider community?In this episode our CEO Jay Malin meets with Michael Thompson, Chief of Police at Arizona State University, to understand how police departments in the US have navigated challenges throughout the pandemic – from interactions with the public and liaising with external public safety bodies, to redefining the limits of law enforcement amid social justice movements.Ch...2021-05-1027 minThe Digital Voice Of The CustomerThe Unstoppable Growth of Alternative Payment Methods – A Chat with Krystle RamosIn this episode our CEO Jay Malin sits down with Krystle Ramos, Director of Business & Partner Development at First Billing Services (FBS), a Paya company. They discuss new avenues to promote customer engagement through digital payments, especially within the public sector. In particular, Krystle illustrates how alternative payment methods (mobile payments, digital wallets, prepaid cards etc) have become the new normal. FBS – which partners with Agent511 – provides innovative billing solutions to the utilities, government, healthcare, multi-family and service industries. Their solutions enable organizations to focus on their core competencies, increasing customer service, retention and revenues while reducing operational expenses.2021-02-0114 minThe Digital Voice Of The CustomerCTO Chat: 2021 Technology Outlook – Top Trends for Enhancing Digital Customer Experiences in 2021In this episode Raed Adhami, co-founder and CTO of AGENT511, meets with Jason Perry, CTO of Mindgrub Technologies, to discuss some of the top technology trends that have emerged recently in an effort to differentiate and combat the "digital noise". As users are increasingly turning to their mobile and tablet devices as their platforms of choice, what are the most exciting mobile feature updates? How do we see AI and chatbots affecting customer service?2021-01-2730 minThe Digital Voice Of The CustomerCTO Chat: 2021 Technology Outlook – Digital Habits in a Global PandemicIn this episode Raed Adhami, co-founder and CTO of AGENT511, meets with Jason Perry, CTO of Mindgrub Technologies, to discuss how the global pandemic has transformed our digital habits over the past year. From new exciting opportunities (e.g. remote working, more flexible lifestyles), to the challenges of managing home learning and combating the "digital noise", this is an honest take by two busy tech professionals on how COVID-19 has impacted both our professional and personal lives.2020-12-1530 min
The Digital Voice Of The CustomerLatest Trends and Innovations in Outage Communications – A Chat with Russ Henderson, Senior Research Manager at ChartwellWhat are some of the latest trends and innovations in outage communications? In our newest podcast Jay Malin, Managing Director of AGENT511, sat down with Russ Henderson, Senior Research Manager of Outage Communications at Chartwell, the leading utility research organization.2020-11-1023 min
The Digital Voice Of The CustomerWhat Today’s Customers Expect from Utilities – A Chat with Joanne Fletcher, Utility Expert and AGENT511 ConsultantToday's customers expect timely, easy-to-access, interactive communications from their utilities. However, they will never compromise on trust or quality. We're very excited to bring you our first podcast, where Jay Malin, Managing Director of AGENT511, discusses these and many other topics with Joanne Fletcher, utility expert and AGENT511 consultant.2020-10-1215 min