Uploaded September 2026 | Updated September 2026, 4 hours ago
Adam Mitchell is head of enterprise business solutions at Voya Financial. Mitchell joins Big Technology to discuss how generative AI is transforming customer experience and reshaping the way companies interact with their customers. Tune in to hear how Voya is replacing traditional phone trees with conversational AI, intelligently routing customers, and using AI to help human representatives provide better service. We also cover the importance of trustworthy data, AI guardrails, human oversight, new ways to measure customer service, and where Voya draws the line between automation and human interaction. Hit play for a practical look at how AI is changing the contact center and what the future of customer experience could look like.
This is interview is brought to you by Genesys. To learn more about our Brand Spotlight program, write to bigtechnologypodcast@gmail.com.
0:00 How AI Is Changing Customer Experience
3:20 From Phone Trees to Conversational AI
5:39 How Voya Builds Trust in AI
9:12 Inside Voya’s AI Customer Service System
12:24 When Customers Choose AI vs. Humans
16:48 Why Customer Context Matters
20:08 Will AI Replace Customer Service Reps?
22:47 Rethinking Customer Service Metrics
27:41 Where Voya Draws the Line on AI
Adam Mitchell is head of enterprise business solutions at Voya Financial. Mitchell joins Big Technology to discuss how generative AI is transforming customer experience and reshaping the way companies interact with their customers. Tune in to hear how Voya is replacing traditional phone trees with conversational AI, intelligently routing customers, and using AI to help human representatives provide better service. We also cover the importance of trustworthy data, AI guardrails, human oversight, new ways to measure customer service, and where Voya draws the line between automation and human interaction. Hit play for a practical look at how AI is changing the contact center and what the future of customer experience could look like.
This is interview is brought to you by Genesys. To learn more about our Brand Spotlight program, write to bigtechnologypodcast@gmail.com.
0:00 How AI Is Changing Customer Experience
3:20 From Phone Trees to Conversational AI
5:39 How Voya Builds Trust in AI
9:12 Inside Voya’s AI Customer Service System
12:24 When Customers Choose AI vs. Humans
16:48 Why Customer Context Matters
20:08 Will AI Replace Customer Service Reps?
22:47 Rethinking Customer Service Metrics
27:41 Where Voya Draws the Line on AI
