Artificial Intelligence

CF: With your technical experience in mind, which LiveVox product are you most excited about? And can you give some insight into what direction the company will be taking innovation?

JD: I think the omnichannel is something that’s here to stay. People want to interface with whoever’s providing customer support or technical support or helping them navigate some sort of other customer interaction. Those people want to interface in lots of different ways. SMS, WhatsApp, web sessions, chat, voice, voice messaging. We’re all a little bit different. Sometimes I like to interface in text and sometimes I like to interface in email, and sometimes I like to do something on the web and people are going to need to support all that. Being able to illuminate quickly is going to be the most exciting part of the technology interface with customers and leveraging it. We’re in the early innings with machine learning and artificial intelligence and its ability to help with this process. And so I won’t go into that. With artificial intelligence, it’s truly profound what we’re able to do now that we weren’t able to do just five years ago with our ability to do high speed computing, our ability to centralize massive amounts of data and to be able to train classification engines. The experience that someone had with AI 10 years ago was pretty underwhelming. The experience today is revolutionary.