Home / Archives For Priya Iyer

Priya is Chairman & CEO at Vee24. She was most recently Chairman & CEO of Anaqua, which she founded in October 2004 and grew into a global SaaS solutions provider for Intellectual Asset Management. With offices in North America, Europe and Asia and over 400 clients across 150 countries including HP, Ford, Coca-Cola, Nike, Honda and Panasonic, many of the best known brands and most innovative products were conceptualised, evaluated, protected and monetised through the ANAQUA platform. Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe. Priya holds a bachelors and masters in Computer Science and an MBA from the Sloan Fellows program at MIT Sloan School of Management. She serves on several boards, women executive panels, and is a regular guest speaker at various business schools in the Greater Boston area.

Will AI Kill Contact Centres? Or Will It Simply Lead To Higher Levels Of Customer Care?

Tech magnates like Elon Musk and Bill Gates have cautioned the threat of super intelligence and AI. While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s. Chatbots are being used in every industry vertical—retail, automotive, financial services, even healthcare—to replace humans in contact centres. AI is expected to take over around 38% of US jobs by the year 2030. And in the UK Up to 30 per cent of UK jobs are at risk of being taken over by robots and Artificial Intelligence by the early 2030s, according to PwC. Does the rise in AI mean contact centres should immediately start preparing for doomsday? Or can contact centres start to ...