Empathy at Scale: Solving the Conundrum of Customer Success
summary
PayPal presents a centralized omni‑channel customer success platform that combines conversational AI, RPA and an event‑driven customer journey to predict and prevent contacts, surface intents and power guided agent experiences. Claims: handling ~44 million+ transactions daily, growing to ~375 million customers with weekly data growth ~100 TB and ~400 PB data total. Built components: event store, decisioning and data management platforms, voice/IVR and messaging channels. Result: proactive intent prediction (abating contacts), scalable self‑service and augmented‑intelligence support that already absorbs the pandemic surge of ~200k new customers daily.
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chapters (8)
- 0:00Introduction and context
- 1:47PayPal’s scale and reach
- 4:13Personalization and support challenges
- 6:21Technology-driven solutions
- 7:26Omni-channel customer success platform
- 13:03Conversational AI deep dive
- 20:02Customer service utopian ideal
- 22:07Trust, explainability, and closing
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