As the use of artificial intelligence expands and finds more use cases, there remains special interest in its applications for customer service. Retailers and service providers are training AI to retrieve important information in a natural, conversational manner, thereby delighting customers through giving them an unforgettable customer experience. And yet there are instances where delighting the customer isn’t the best approach. When it comes to bare necessities like utilities, perhaps the best customer experience is the one that can’t be remembered.

That’s what Adam Waite is betting on. As Head of Digital Conversations & AI with British gas supplier Centrica, Adam is laser-focused on using GenAI and large language models to make customer experiences as frictionless as possible. He is one of the minds behind the creation of Cosmo, Centrica’s customer-facing authenticating chatbot that took the gold for Best Innovation in Customer Service at the 2023 ECCCSA Awards. And now Adam sits down with Tech Leaders Intel to let us in on his award-winning insights. Throughout our 45 minutes together, he touches on such topics as:

• The evolution of customer support chat (and consumer trust in it)
• When it’s time to consider buying vs. building new technology
• Why the “channel of truth” is the most important customer service channel of all
• What success in delivering customer experiences looks like
• The difference between data scientists and so-called experts in emerging technologies

…and that’s not all. Adam is full of sharp observations, and he is keyed into the strategies that will make GenAI and large language models work for customer-facing businesses now and into the future. Reach out to him on LinkedIn, and of course, fire up this episode of Tech Leaders Intel!