In this episode, we chat with Josue Berlanga, Head of Remote Care and Sales at Philip Morris International, about their innovative use of AI in a highly regulated industry. Josue shares his fascinating journey of implementing cutting-edge technologies like speech analytics and Salesforce Einstein to enhance customer service and drive sales.

We dive deep into the practical challenges and ethical considerations of AI, exploring topics like:

• Navigating the complexities of using AI in a restricted market.

• Building a global, omnichannel customer experience powered by AI.

• Robustly integrating AI with back-end systems.

• The evolving role of contact centers and the potential impact of AI on jobs.

• The crucial need for ethical frameworks and legal guidelines as AI technology advances.

Join us for a compelling conversation that sheds light on the exciting possibilities and critical questions surrounding the future of AI in business.

Timestamps:

0:53 - Introduction & Josue's role at Philip Morris

2:24 - Launching a new product and shifting customer service strategies

2:24 - AI in action: speech and text analytics for customer service, Einstein for sales forecasting

3:45 - The benefits of outsourcing operations while controlling AI technology

5:53 - Navigating the challenges of AI integration with existing systems

8:44 - Exploring the ethical implications of AI

11:58 - Comparing AI adoption and implementation in Mexico vs. the US

13:51 - Data security and the need for seamless AI integration with existing databases

15:41 - AI's impact on jobs and the need to embrace change

20:20 - Lack of understanding about AI's inner workings and the need for ethical regulations

22:58 - Josue's advice for the next generation: embrace the potential of AI