Birdeye, the industry leader in reputation and customer experience management, made a huge stride forward into the future of digital customer experience at its first-ever user conference, Birdeye View. Over 3,500 professionals and IT enthusiasts from over 750 enterprises attended the event to learn about the potential of artificial intelligence (AI) in revolutionising the customer experience environment.
The two-day event was a huge success, with over 50 thought leaders from top organisations including Microsoft and Google, as well as customer experience expert and author Jay Baer.
Introducing BirdAI
The debut of BirdAI by Naveen Gupta, CEO and cofounder of Birdeye, during the first session was the highlight of the conference. BirdAI provides over a dozen cutting-edge generative AI capabilities to the Birdeye platform, allowing multi-location organisations to develop content, refine messaging, decode customer data, and make strategic decisions faster than ever before.
Session highlights
The Google fireside chat: Google execs Kiran Bellare, Head of Product – Generative AI, and Uday Ghatikar, Field CTO, dug deep into AI’s revolutionary potential, emphasising its ability to redefine consumer interaction methods.
Birdeye’s importance in connecting businesses with Google’s huge ecosystem was complimented by Ghatikar, who stated, “Birdeye is a one-stop shop to enable success for small businesses and local brands.” It’s an exciting time for AI, and our collaboration will provide a lot of those additional value-added stuff to clients.”
Ghatikar finished the discussion by referring to the current era as a “historic moment in humanity” and emphasising the significance of employing AI responsibly for the benefit of both business and society.
The AI revolution: Eric Boyd, Corporate Vice President of Microsoft’s Azure AI Platform, discussed the revolutionary influence of AI on modern business practises. He emphasised GPT-4 and related AI models’ amazing capabilities, saying, “I think it’s safe to say that the results have shocked everyone.” GPT-4’s and some of these new AI models’ capabilities are astonishing. And now everyone is wondering how to use all of these tools and incorporate them into their fleets and products.” Boyd went on to say, “At Microsoft, we’ve pivoted the entire company.”
Accepting feedback in the age of AI: According to leading customer experience expert Jay Baer, “a customer you ignore is a customer you should be prepared to lose.” He emphasised the importance of responding to “haters” and highlighted that the most effective advocacy occurs when we reach out to those who do not expect a response.
“It’s not about saving the company time and money,” Baer said of AI’s role in customer support. It’s about employing AI to handle basic customer conversations quickly, allowing teams to focus on more difficult problems.”