Etie Hertz on Conversational AI impact on CX

Etie Hertz, CEO of Loris.ai, is featured in this episode of Be Customer Led with Bill Staikos. Currently, Loris provides customer service employees with real-time coaching. When transitioning to chat and email-based customer care, firms employ Loris to assist the support team’s shift to these more current channels of client communication. In 2019, Loris transformed into a technology firm with an interaction-level impact. They developed a software solution based on natural language processing that can be integrated with existing customer service platforms to guide agents in real-time with their best practice language suggestions. In 2021, Loris emerged from stealth mode as a potent AI solution in the form of a chrome extension. Having such expertise and experience, Etie investigates the influence of conversational AI on CX in great detail throughout today’s episode.