Three Utilities, One Story

Impressive metrics on display in day 1 of Voice of Customer Service

Thank you to Bret Kinsella, Ava Mutchler, Eric Schwartz, and the crew at Voicebot.ai for including me in their list of top voice/AI leaders, released earlier today.

Day 1 of The Voice of Customer Service, the two-day virtual event exploring the impact conversational AI and voice tech has had on customer service operations, is in the books. (Join us tomorrow by registering here.)

There were a barrage of great presentations throughout the day, including multiple presentations which included metrics around cost savings and efficiency gains realized within contact centers thanks to conversational AI.

One really stood out, which was part of Lisa Michaud’s outstanding presentation:




Gaze upon this slide for a moment. It’s a good one.

All three of these success stories involve contact centers within the energy sector that had incorporated conversational AI technology from Interactions.



It seems obvious, but the reality from this presentation is that we’re very rapidly approaching the point where companies that lack conversational AI capabilities integrated into their customer support operations will have trouble remaining competitive. We might already be there.

That’s a pretty serious jump from where we were as little as 18 months ago, when many contact centers looked at AI as a nice-to-have for down the road, but not something that carried any particular short-term urgency.

This is the pandemic at work: there’s no more time to delay with these sorts of initiatives, thanks to all of your competitors and peers moving that very same direction with a quickened pace.

We’ll pick back up tomorrow with Day 2, a shorter day for the conference but just as heavy hitting. We hope to see you there.




Leading up to Project Voice 2021, the #1 event for voice tech and AI in America, Project Voice: Coast to Coast is bringing an in-person voice/AI briefing to small groups in 35 cities across the United States. Presented by Cerence.

If you want to get out of the house, we’d love to have you join us. Masks and social distancing will be enforced, and outdoor venues will be utilized.

San Jose, CA - January 11

San Francisco, CA - January 12

Los Angeles, CA - January 13

Phoenix, AZ - January 14

Miami, FL - January 18

Tampa, FL - January 19

Orlando, FL - January 20

Jacksonville, FL - January 21

Portland, OR - January 25

Seattle, WA - January 26

Spokane, WA - January 27

Boise, ID - January 28

Salt Lake City, UT - February 8

Denver, CO - February 9

Cheyenne, WY - February 10

Omaha, NE - February 11

Boston, MA - February 22

New York City, NY - February 23

Newark, NJ - February 24

Philadelphia, PA - February 25

Washington, DC - February 26

Minneapolis, MN - March 8

Milwaukee, WI - March 9

Chicago, IL - March 10

St. Louis, MO - March 11

Nashville, TN - March 12

Memphis, TN - March 15

Jackson, MS - March 16

New Orleans, LA - March 17

Dallas, TX - March 18

Houston, TX - March 19

Detroit, MI - March 29

Columbus, OH - March 30

Cleveland, OH - March 31

Cincinnati, OH - April 1

Project Voice 2021 - Chattanooga, TN - April 12-14


Project Voice is the #1 event for voice tech and AI in America.

Join us in person in Chattanooga, Tennessee, from April 12-14, or virtually for Project Voice Worldwide April 15-16.

Voice/AI in mobile apps, voice/AI in contact centers, and an industry deep dive into the hospitality sector will be particular areas of focus.

Register for Project Voice 2021 here or Project Voice Worldwide here.