Inside the Shift Toward Smarter Automated CX - with Paul Cuglietta of Simplyhealth

Welcome, everyone, to the Emerge AI in Business podcast. Today's guest is Paul Kuglieta, Customer Services Director at Simply Health.

It goes beyond the title with direct discussion of want, it's, customer, including: Today's guest is Paul Kuglieta, Customer Services Director at Simply Health.

1. 01Paul discusses how his organization is using agentic AI to reduce complaints and speed up claims handling, while keeping a strict human-in-the-loop process for its most sensitive c
2. 02He explains how testing new channels in stages, tracking the real phrasing customers use, and building a long-term automation vision tied to company purpose determine whether that
3. 03Quick note for our audience that the views and opinions expressed by Paul on today's program are his own and do not reflect those of Simply Health or its leadership