In this interview, CX Today’s Deputy Editor, Rhys Fisher, talks with Giuseppe Careri, Chief Technology Officer of XCALLY, who brings 14 years of hands-on software development experience, starting from what he describes as “writing the first line of code” for the company’s omnichannel contact center software, XCALLY.

Finding the focal point of AI in Customer Experience

Careri cuts through industry hype to identify where AI delivers real value. Key points include chatbots and voicebots that efficiently handle repetitive customer requests, sentiment analysis that optimizes conversation quality, and agent assist tools that provide smart suggestions and automate routine tasks. He emphasizes that AI is least effective in managing “complex and emotional issues where human intervention is still essential,” advocating for a hybrid approach that balances automation with the human touch.

XCALLY’s competitive edge in AI implementation

What sets XCALLY apart is its integration flexibility with various AI providers, including Google, AWS, and OpenAI. This approach allows clients to select providers that best fit specific language requirements, control costs based on pricing differences between AI platforms, and create AI assistants trained for specific services and customer contexts.

Avoiding the AI ROI Trap

Addressing why “80% of AI solutions fail to deliver ROI,” Careri points to common implementation mistakes: “Many companies fail with AI because they implement it without a clear strategy” and maintain “unrealistic expectations about what AI can achieve.” XCALLY overcomes these challenges through quality data training, contextual implementation, and continuous performance monitoring with tracking dashboards.

Watch the full CX Today interview to discover XCALLY’s approach to AI innovation.