Alorica, a global leader in customer experience solutions serving Fortune 500 companies, has positioned itself at the forefront of AI innovation in customer service, developing solutions that directly address client needs while elevating agent capabilities. With operations around the world, Alorica leverages AI to transform how businesses connect with their customers. Michael Clifton, who joined as CIO and is now co-CEO, discusses his dual focus on commercial AI products as well as internal productivity, and provides fresh lessons learned on driving value from AI.
At Alorica, you develop AI commercial products for your clients while leveraging AI for internal productivity use cases. What are some examples of your AI products?
Our business is customer experience, whether we deliver that experience by phone, chat, web, and all the other channels our clients offer their customers for a seamless and enjoyable experience. So to maintain our value, we’re always evolving our products. In the context of voice, that means giving our clients’ customers the right information quickly, with a clear dialect, and with increasing levels of automation.