From IVR To Orchestration: Building AI-First Customer Journeys

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If you could see customer issues before they happen, would you still measure success by hold time? We dive into how CX is transforming from a reactive cost center to a proactive, revenue-positive engine—and why the shift depends on a new orchestration layer that acts as the brain across every channel. With Alorica’s co-CEOs, Max and Mike, we unpack the practical architecture of AI-first customer journeys, the role of empathy in automation, and the real-world metrics that prove impact, from fewer complaints to higher NPS.

We break down what “participation over problem solving” looks like when AI learns a customer’s preferences and adapts each step—more relevant touches, fewer dead ends, and seamless handoffs between bots, systems, and people. You’ll hear how an airline used real-time detection to proactively rebook travelers, cutting complaints by over a third and lifting satisfaction. Beyond the headlines, we talk through the nuts and bolts: why data freshness matters more than perfect data, how to avoid 75 conflicting policy answers, and where to start when AI evolves weekly and the vendor map is overwhelming.

Forget seat-based contracts and vanity metrics. We explore outcome-based partnerships, resolution time by type, model effectiveness, and customer satisfaction as the north star. We also share a simple playbook to get moving now: launch a narrow bot with current policies, pilot orchestration on one high-friction journey, use a lab to capture edge cases, and deploy AI-embedded tools across sales and legal to bank quick wins. Finally, Max and Mike offer a candid look at Alorica’s 2026 roadmap—greater tech adoption, deeper investment in people, and a firm bet on blending AI with empathy to raise the bar for loyalty and lifetime value.

Join us, then tell us: what’s the first journey you’ll orchestrate? If this episode sparks ideas, follow the show, share it with a colleague, and leave a quick review so more builders can find it.
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