Conversational AI in Action: From Concept to Real-World Application

Disruption. Innovation. Transformation.

Just three of the buzzwords echoing through boardrooms around the world as business leaders grapple with the problem of how to remain in touch with changing consumer preferences and behaviours. Indeed, the problem is a big one – consumer demands are sky-high now – they want frictionless omnichannel experiences on top of personalised real-time interactions on top of instant first contact resolution. For many brands, though, managing the logistics and operations that go into meeting these expectations is increasingly challenging as contact rates rise while agent attrition rates do the same. In short, there’s a bottleneck in support capacity.

One solution that can unlock some of that gridlock is conversational AI. And one brand that has successfully rolled out the technology is global conglomerate Shell.

Here, we speak with Shell’s Global B2C Customer Experience Lead Pierluigi Bosco about the challenges associated with leading an AI-based transformation within such a large organisation. The conversation highlights the importance of stakeholder management when building an AI use case and the diligence that must go into vendor selection.

We dive into:

• How Shell always looks to stay ahead of the CX innovation curve
• The tools Shell uses to meet different consumer behaviours and realities
• How to approach the task of building buy-in and aligning relevant stakeholders
• How to prepare teams that are working closest with AI technology
• Shell’s search for the right vendor
• The actions they’re taking to safeguard the Shell brand against customer-facing AI pitfalls

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