Women Talk Tech Episode 28: The Evolution of AI and Customer Experience

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“I don’t think you’ll see a displacement of people. I think you’ll see a re-training of your live resources to do more.”

This was Ruth Zive’s response when we asked if artificial intelligence and its application to things like customer support would displace people. Ruth is in an interesting position to see first hand how AI is enhancing customer experience. Ruth is the Head of Marketing at Ada, an AI-powered chatbot company that helps enterprises automate support activities so customers will be happier.

Ruth is mother of five, one of which is a child with special needs which makes her an active special needs advocate. She is also a yoga enthusiast and a dog obsessed chocoholic. Like other guests on the podcast, a career in tech was never something Ruth thought of when she was in high school. She pursued a path of English and Literature in University. Ruth was introduced to the tech sector later in her career and absolutely loved the fast paced and exciting environment she found when she entered tech, even more so as she is with a company on the cutting edge of tech.

Ruth talks about Ada, what an AI chatbot is, and how artificial intelligence can enhance the customer experience. Ruth also discusses her perspective on where artificial intelligence is heading in society and why we shouldn’t fear automation. Ruth believes there is a negative connotation around AI because it has been perceived to replace jobs. Ruth believes it can enhance what people are doing, not replace them.

“I think what’s going to happen, specifically in customer service, is platforms like Ada introduce automation and we will see the role of the customer agent and live agent changing. We believe strongly at Ada that live customer support is critical but what we see now is access to those live resources is fractured. We wait on the phone for hours trying to reach a live person. That’s an infuriating experience and if you automate the interactions that are automatable, you create much better access – which means that your live resources can have more meaningful engagement with their customers.”

Don’t forget to check out the Women Talk Tech 2020 Action Plan Report to help develop a program in your organization to advance women in tech.

Available on iTunes, Spotify and Google Play Music.


Ruth is a skilled and metrics-driven marketing strategist who believes in evidence-based revenue growth through the coordination and alignment of marketing and sales processes. Ruth has worked for two decades serving clients in the technology, financial services and non profit industries. Ruth believes successful brand building is ultimately about storytelling – understanding your prospect’s pain, and communicating how can resolve it. Everything else follows from a compelling story. You can connect with Ruth on LinkedIn and Twitter.


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