In this episode of “Customer Engagement – Examples of Excellence”, we meet Mark Rohan Co-Founder and COO of Klearcom, developers of the leading customer call path testing platform supporting IVR and Conversational AI deployments.
Mark shares how having co-founded Klearcom in 2018, he believes in making every conversation count and leading Klearcom’s mission to improve customer experience one conversation at a time across over 100+ global markets.
He emphasises that despite being a technology company, he believes that their relentless focus on delivering great customer experiences by encouraging enhanced team cooperation and developing inclusive cross-functional relationships, sets them apart from their competition.
Mark goes on to tell us that by having local teams in their 100+ markets, they can ensure that their testing regime simulates real-world scenarios and is relevant, culturally appropriate and includes all elements of voice design, testing and audio quality.
He concludes by telling us that IVR and Conversational AI both have a place in customer service interactions today, but that within the next 2-3 years, AI will play a larger role in handling customer interactions, while still ensuring that the human touch is still easily and readily available for critical conversations.
