Orlando Gadea, Stanley Black and Decker joins us to share his experience in managing conversational AI digital transformation programmes and why you’ll end up building your first bot twice.
Orlando Gadea is the Global VP Customer Experience Transformation at Stanley Black & Decker, Inc, with over 6 years experience in managing conversational chatbots. At Stanley Black and Decker, Orlando and his team have launched a range of conversational AI experiences for customers, ranging from voice-enabled IVR to chatbots.
The aim of the initiative was predominantly to raise the bar of customer experience and to begin turning the 179 year old company from a traditional tool maker, into an experience-based, relationship-building service provider.
As well as offering these conversational solutions, Orlando and his team have done some big work on the data infrastructure and knowledge bases at Stanley Black and Decker in order to enable these research-based use cases at the company.
Orlando joins us to share his lessons for creating world-class conversational AI experiences and highlights the challenges you’ll face when doing it for the first time. The lessons in this conversation could prevent you from having to rebuild your chatbot twice, as many who just start out have to!
In this episode
00:00 Introduction Cognigy CX maturity workshop: find out more: https://vux.world/cognigy
02:27 Welcome Orlando Gadea
05:33 1-1 relationships with customers
8:39 Customer experience demands
10:40 Tackling pre-sales questions with AI
16:48 Taking old data and making it fit
18:56 Exploring AI technology
23:40 Undervalued personality aspects
27:20 “You will end up building your first bot twice”
31:35 How unique AI technology is
35:30 Encouraging culture and change
39:18 Stakeholder management
46:38 Biggest lesson learned that people should apply to AI projects