From Neuroscience to AI: My Journey into the Future of Customer Experience at Sabio Group
In a recent report published by Deloitte Digital, the authors lead off with the provocative question: “Will artificial intelligence (AI) be the end of the human connection in customer experience?”
In a recent report published by Deloitte Digital, the authors lead off with the provocative question: “Will artificial intelligence (AI) be the end of the human connection in customer experience?”
The idea behind this question, how will AI impact the human experience, is what has fuelled my passion to focus my formal education in Neuroscience and Psychology towards the rapidly evolving field of AI and the human experience. It is evident that the customer experience (CX) industry is at the forefront of the adoption of AI, and the opportunity to work at an industry leader like Sabio could not have been more exciting for me.
Three-Phase AI Internship Alongside “Dynamic and Engaging Professionals”
My time at Sabio can be best described as an inspiring and educative journey alongside experts in a groundbreaking industry. The eight weeks I spent abroad at Sabio’s London office was divided into three phases where I had the opportunity to collaborate and learn from a variety of dynamic and engaging professionals. I spent my first three weeks working alongside the CX team led by Klaus Failenschmid, where I learned how customers interact with companies and the crucial role which call centre agents and applications play in this process.
As I began to learn about how the team at Sabio intricately analysed data from various systems and channels to stitch together a cohesive customer journey, I quickly saw the tie ins with my university studies of neuroscience and psychology. I was able to draw upon my knowledge in these fields to provide insight into the behaviour and mindset of customers from the moment the decision was made to engage with the brand and through the entire CX journey. I spent many hours on a variety of systems and applications, reviewing customer engagements from beginning to end. This initial work and research provided me with valuable foundational understanding on which I was able to build upon as I transitioned into working alongside the Wellbeing Team and the Solutions Group in the weeks to follow.
The Human Side of CX Automation
In addition to reviewing and training natural language processing models, I spent time researching CX automation, with an acute focus on the ‘human side’ of these interactions and how to leverage this data to optimise customer satisfaction. After compiling and presenting my findings, I joined the CX team in late June for Sabio’s AI Community Day in Glasgow. While taking part in the roundtable discussion with potential customers and the Sabio team, I provided insight into the importance of strengthening trust, communication, and productivity in automated chat bots and IVRs.
The Impact of Negative Wellbeing in the Workplace
During the latter half of my two months at Sabio, I joined Dr. Phoebe Asquith and the Wellbeing Team to help provide support in conducting research around Sabio’s Wellbeing Model and the impacts of negative wellbeing in the workplace. Through conducting internal trials of the Wellbeing Companion and collecting data via surveys and interviews, I was able to draw from my area of study at university to analyse results, make conclusions, and provide actionable suggestions.
Work Experience via a Neuroscience Lens
My internship at Sabio provided me the opportunity to gain valuable work experience as well as offer my unique perspective through a ‘neuroscience lens.’ As I have learned through my time in the industry, it is crucial to shift focus to the impact that an increasingly automated world has on customers, call centre agents, and office workers on a global scale. Understanding the reciprocal relationships that individuals have with AI and other similar systems is crucial to help drive business value, but also guide future innovation of this technology.
Looking forward towards my own career path and goals, my tenure at Sabio could not have aligned more with my aspirations and I am grateful for the experience.
