During an interview at ADAPT’s Data & AI Edge, Anthone Withers, Chief Revenue Officer at Closed AI, shared his insights on the transformative potential of AI in enhancing customer interactions and operational efficiencies.

Anthone highlighted the challenges organisations face in effectively leveraging AI, noting the confusion caused by the abundance of AI tools.  

He emphasised the importance of starting with specific, manageable problems, such as automating frequent support requests, to harness AI’s potential effectively.  

This targeted approach ensures that AI solutions are both impactful and efficient. 

 

From Chatbots to Conversational Intelligence 

The discussion focused on the shift from traditional chatbots to advanced conversational intelligence.  

Anthone highlighted the limitations of early chatbots, which relied on pre-defined scripts, often frustrating customers.  

Conversational AI, however, uses natural language processing to enable more fluid and intuitive interactions, providing a seamless customer experience. 

 

Practical Applications  

Anthone shared a case study illustrating AI’s potential to intelligently respond to customer requests.  

Closed AI used conversational AI to handle a McDonald’s drive-through scenario, demonstrating the technology’s ability to process complex orders and manage unique requests.  

 

Ensuring Data Privacy 

With the rise of large language models (LLMs), data privacy is a critical concern.  

Anthone suggests building private LLMs tailored to individual clients, ensuring secure management of sensitive information.  

This bespoke approach enhances the relevance and accuracy of AI solutions while addressing privacy concerns. 

 

The Future of Customer Interaction 

Anthone is optimistic about the future, envisioning conversational AI as an integral part of customer service strategies.  

He believes that this technology can reduce the burden on human agents, allowing them to focus on more complex tasks.  

Ultimately, conversational AI is a powerful tool for efficiently solving customer problems. 

 

Key Takeaways:

Targeted AI Solutions: Apply AI incrementally to specific business problems for better results. 

Data Privacy: Tailor private LLMs to ensure data privacy and improve AI solution relevance. 

Operational Efficiency: Streamline operations with conversational AI, allowing human agents to focus on strategic tasks. 

Contributors
Anthone Withers Chief Revenue Officer at Closed AI
Anthone Withers is the Chief Revenue Officer at Closed Ai. With more than two decades of experience driving digital transformation initiatives for... More

Anthone Withers is the Chief Revenue Officer at Closed Ai. With more than two decades of experience driving digital transformation initiatives for industry giants, he has a proven track record of leveraging emerging technologies to transform businesses and boost productivity.Ant’s unique blend of strategic vision and hands-on technical expertise positions him to recognise opportunities and maximise their potential. His leadership style aligns capabilities with a compelling vision, enabling him to disrupt industries and deliver step-change growth. Whether building global practices from the ground up or guiding startups through rapid scaling, Withers is a proven leader who not only leverages technology but also illuminates its strategic potential to transform businesses.

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Byron Connolly Head of Programs & Value Engagement at ADAPT
Byron Connolly is a highly experienced technology and business journalist, editor, corporate writer, and event producer, and ADAPT’s Head of Programs and... More

Byron Connolly is a highly experienced technology and business journalist, editor, corporate writer, and event producer, and ADAPT’s Head of Programs and Value Engagement.

Prior to joining Adapt, he was the editor-in-chief at CIO Australia and associate editor at CSO Australia. He also created and led the well-known CIO50 awards program in Australia and The CIO Show podcast.

As the Head of Programs, Byron creates valuable insights for ADAPT’s community of senior technology and business professionals, helping them reach their organisational and professional goals. With over 25 years of experience, he has a passion for uncovering stories about the careers and personal philosophies of Australia’s top technology and digital executives.

When he is not working, Byron enjoys hot yoga, swimming, running, and spending time with his family.

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Data Customer Experience Modernisation