In this episode of Banking on Information, Rutger van Faassen interviews John D'Amour, Head of Product at Zingly AI. They discuss the mission of Zingly to transform customer interactions with businesses, addressing the universal dread known as the Fear Of Reaching Out (FORO). John explains how Zingly leverages agentic AI to enhance customer experience and automate processes, ultimately leading to more efficient and satisfying interactions. They also explore the future of customer engagement, envisioning a world where technology seamlessly integrates to provide a personal touch in business interactions. The conversation emphasizes the importance of embracing new technologies to overcome existing limitations in customer service.

Keywords: customer experience, AI, Zingly, FORO, agentic AI, customer engagement, technology, automation, business transformation, future of customer service

Takeaways

• Zingly aims to transform customer interactions with businesses.
• The Fear Of Reaching Out (FORO) is a common issue.
• Customer experience should be delightful and productive.
• Automation can eliminate low-level calls and reduce wait times.
• Persistent rooms allow for seamless customer engagement.
• AI can intelligently decide when to involve human agents.
• The future of customer engagement will be more personal and less siloed.
• Embracing new technologies is essential for businesses.
• Multimodal experiences will enhance customer interactions.
• Zingly's approach can significantly improve customer satisfaction.

Chapters

00:00 Transforming Customer Interactions

03:17 The Zingley Platform and Its Use Cases

05:22 The Concept of Persistent Rooms

07:36 Customer Success Stories and AI Integration

10:33 Envisioning the Future of Customer Engagement

13:02 Preparing for the Future of Customer Experience

Sound Bites

"The Fear Of Reaching Out."

"Eliminating the starting over fear."

"Going from 60 days down to 15 days."