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E2: Evolution of self-service from IVR to Conversational AI with Daniel Hong

Chief Marketing Officer at Minerva CQ, Daniel Hong joins Oliver Lennon to discuss the evolution of the contact center, discussing technology developments from IVR in the 1980s right up to modern day Conversational AI. Daniel has spent the last 20 years working in the CX and contact center technology and services space. A font of industry knowledge, he has worked for Analysts, including Forrester, Ovum and Datamonitor, and also contributed to publications such as the Wall Street Journal, the Economist and the Financial Times.

Daniel shares his thoughts on contact center technology early adopters and laggards. He talks about ChatGPT and the potential challenges it brings and delves into empathy in AI. Daniel discusses what he thinks the next 5-10 years will bring and the importance of combining machine intelligence with human intelligence in the contact center.

About The Syndeo Podcast

The Syndeo Podcast, hosted by Oliver Lennon delves deep into all things Conversational AI with some of the sharpest brains from the most innovative companies in the world of Customer Experience (CX). These are not a series of interviews, but conversations – a regular discourse designed to provoke, educate and enlighten business professionals with insights, learning and guidance on leveraging conversational AI to deliver meaningful CX.

Available on all major podcast streaming platforms – Spotify | Apple | Google | YouTube.

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