Trustworthy Robots | Building Customer Relationships in Automated Conversational Experiences
summary
Poly AI builds voice bots that open with How can I help and push for repeated understanding to build confidence, deployed for The Big Table group handling about a million calls a year and for FedEx managing passport deliveries where strict rules mean most answers are no. Bots avoid handovers and achieve no operator requests during long frustrating calls, handle bereavement workflows for National Savings & Investment, and generally work except for occasional slot-booking errors.
AI-written summary · about
chapters (8)
- 0:00Introduction and setup
- 0:23Trust in technology basics
- 1:49Designing for customer trust
- 2:32Trust-led conversation demo
- 5:21FedEx passport delivery case
- 9:55Confidence through understanding
- 11:21Empathy in sensitive calls
- 13:48Building trustworthy relationships
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