With extensive experience within the contact center and speech recognition industries, Phil is the “go-to” expert for helping partners and enterprise leaders leverage speech and natural language understanding to improve their businesses. As Executive Vice President of Business Development, Phil is responsible for alliances, licensing, and corporate development at Interactions. He offers partners and enterprise leaders the information and guidance they need to develop coherent, intelligent, cross-channel strategies for applying speech technologies to enhance their businesses. Phil has extensive startup experience, specializing in natural language understanding and contact center technologies. Prior to joining Interactions in 2009, he founded and led Versay, a natural language, speech applications company and drove many of the speech industry’s earliest deployments as a sales executive at Nuance.
There is no shortage of use cases where AI adds value to the customer experience. Whether it’s increasing automation to improve efficiency or providing personalized customer experiences, AI has the potential to improve how customers interact with brands on a daily basis. But for companies looking to justify AI investments, it can be difficult to know where to start.
As AI solutions and virtual assistants make their mark people and businesses, we’re learning there’s a hesitation to trust the technology with big decisions—like where to invest money, how much to pay employees, or what treatment to provide a sick patient. Reasonably so. However, when we look beyond these high-stakes applications, there’s good reason to trust many AI-powered virtual assistants that are in use by millions of people each day.
Artificial intelligence has developed to a point where it is impacting our everyday lives — including how we interact with the companies we do business with. Hear Phil Gray, EVP of Business Development at Interactions, discuss how AI is impacting customer service at some of the world’s largest enterprises.