The promise of generative AI in customer care and the challenges ahead - Interview with Ryan McDonald, Chief Scientist at ASAPP

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the language technology space (AI: NLP, ML, LLMs), recent developments in the generative AI space, the challenges that enterprises face in embracing and leveraging this technology and how ASAPP is advancing AI to augment human activity to address real-world problems for enterprises, particularly in the area of customer care. This interview follows on from my recent interview – Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose – and is number 464 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.