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The Voice of Customer Experience: Gerry Brown & Dion Millson, CEO of Elerian AI

In this episode of The Voice of Customer Experience, Gerry Brown is joined by Dion Millson, CEO of Elerian AI, whose innovative technology is helping companies automate telephone calls, using Intelligent Voice Agents (IVA) to deliver a natural, human-like interactions and a consistently great caller experience.

We’ll explore the differences between basic, generalist chatbots, and pre-trained IVAs designed specifically for contact centres, that can be easily deployed without need for expensive, time-consuming engineering.

Dion takes us on a journey to look at some of the best inbound and outbound IVA use cases that deliver tangible ROI’s, explore the implementation process and how best to get started with an IVA.

We’ll discuss how the analytics and data captured by an IVA can positively influence the experience for both customers and colleagues, where generative AI fits into the story and have a look at the future of IVAs in the contact centre and beyond.

Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.
Dion Millson

Dion Millson

Elerian AI CEO
I bring phenomenal experience in building a business by empowering people and a great network of business contacts. I have a passion for the development of people and tremendous drive, energy and enthusiasm.

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