The Transformative Impact of AI on Customer Service

In a recent episode of our podcast, we delved into the transformative role of artificial intelligence (AI) in customer service, particularly within contact centers. Our guest, Kerry Robinson, the Vice President of Conversational AI at Waterfield Technologies, shared invaluable insights into the advancements in AI technology and its implications for businesses. This blog post will break down the key points discussed in the episode, providing actionable advice and thorough explanations to guide listeners and readers alike. Kerry Robinson shares their long-standing involvement in AI, dating back to their childhood, and reflects on the evolution of AI over the decades. They emphasize that the last two years have marked a significant turning point in AI capabilities, moving beyond previous hype cycles to a point where AI can genuinely exhibit forms of intelligence that can be leveraged in practical applications. Modern AI can hold conversations, summarize information, translate languages, and solve complex problems, which are being applied in real-world scenarios, revolutionizing workplaces and personal lives. The conversation shifts to the specific applications of AI in contact centers, where Waterfield Technologies operates. Kerry notes that the contact center industry has historically faced challenges related to staffing and operational efficiency. They point out that many tasks currently outsourced to human agents could be more effectively managed by AI technologies. For instance, Klarna, a financial services company, successfully automated 70% of its customer interactions using AI, improving efficiency and resulting in higher customer satisfaction compared to interactions with human agents.

About Kerry Robinson:

Kerry Robinson is the VP of Conversational AI at Waterfield Tech, a leading global provider of CX technology and services. With over 20 years of experience in data, AI, and customer experience, Kerry expertly navigates the realms of IVR, voice technology, and chatbots to maximize business ROI. As the former CEO and builder of VoxGen, which was successfully acquired, he brings a wealth of knowledge and innovation to his role. An Oxford-trained physicist with a Master’s in AI, Kerry is a relentless seeker, master builder, and devoted creator of impactful experiences. His unique blend of technical prowess and strategic vision keeps Waterfield Tech at the forefront of conversational AI.

About Waterfield Tech:

Waterfield Tech is a global customer experience tech and services provider spanning the leading CCaaS, conversational AI, and WEM platforms. Waterfield Tech transforms experiences for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled business solutions. Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), workforce engagement, and secure digital infrastructure reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce. Apply to be a Guest on The Thoughtful Entrepreneur: https://go.upmyinfluence.com/podcast-guest

Links Mentioned in this Episode:

Want to learn more? Check out Waterfield Tech website at https://waterfieldtech.com/ Check out Waterfield Tech on LinkedIn at https://www.linkedin.com/company/waterfield-technologies Check out Kerry Robinson on LinkedIn at

2013 – How AI is Transforming Customer Interactions and Contact Centers with Waterfield Tech’s Kerry Robinson

The Thoughtful Entrepreneur

2013 – How AI is Transforming Customer Interactions and Contact Centers with Waterfield Tech’s Kerry Robinson