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James Nguyen

CEO, Co-Founder at Deciphr & Inflexion

James Nguyen is a highly accomplished individual with a solid educational background and diverse professional experience. He completed his Bachelor's Degree in Commerce with majors in Finance and Marketing from the prestigious University of Melbourne after attending high school at Scotch College. James has held various key roles in different organizations, showcasing his leadership and entrepreneurial skills. He co-founded and served as CEO at Deciphr AI, founded and led as CEO at inflexion.ai, and co-founded and acted as the Managing Partner at Anti Hero Capital. Additionally, he has taken on roles such as Contributing Writer at Forbes, Partner at M5859 Apps, Vice President of Brand and Marketing at M5859 Studios, and Community Manager in Australia for Startup Grind.

Highlights

Jul 1 · linkedin

Imagine calming your staff down with photos of their family...

Well, First Horizon is apparently doing this with AI for their call agents.

The Memphis Bank identify when agents are getting more frustrated on calls with customers by tracking their tone of voice.

Then, when the AI believes they pass a frustration threshold it will automatically send them a video montage of family photos edited to background music.

The end goal is to proactively calm agents down to ensure a positive customer call experience.

#ai #cx #callcenter #contactcenter #tech

Jun 28 · linkedin

Softbank is using AI to change voices of angry customer calls.

It's called SoftVoice and uses "emotion-canceling" tech to make voices of angry customers calmer.

It apparently retains the emotional sentiment (because this is important for understanding customers) but neutralises the tone.

Interesting experiment to solve for agent churn/burnout.

#ai #voice #startups #tech #SoftBank

James Nguyen
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Location

Melbourne, Victoria, Australia