In this exclusive interview, CX Today’s Deputy Editor Rhys Fisher speaks with Giuseppe Careri, Chief Technology Officer at XCALLY, who brings 14 years of hands-on development experience since writing “the first line of code” for the company’s omnichannel contact center solution.
Finding the AI Sweet Spot in Customer Experience
Careri cuts through industry hype to identify where AI delivers genuine value:
- Voice and chat bots that efficiently handle repetitive customer requests
- Sentiment analysis that optimizes conversation quality
- 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 their integration flexibility with multiple AI providers including Google, AWS, and OpenAI. This approach allows clients to:
- Select providers that perform best for specific language requirements
- Control costs based on pricing differences between AI platforms
- Create AI assistants trained for specific services and customer contexts
Avoiding the AI ROI Trap
Addressing why “80% of AI solutions are failing 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.
For CX directors, contact center managers, and technology leaders seeking practical AI applications that enhance rather than replace human service, this interview offers valuable insights into creating effective, customer-centered AI solutions.
Watch the full conversation to discover XCALLY’s balanced approach to AI innovation.
