Nino Caveneca- SwiftCX on Elevating Support Tools and Addressing the Gap in Agent Assist Technology
Meet Nino Caveneca, the Co-Founder and CEO of SwiftCX. With a passion for customer experience (CX) and a keen interest in understanding consumer behavior, Nino has established himself as a lifelong student in this field. His professional journey includes significant contributions to two highly influential customer-centric companies, Nordstrom and Zappos. Nino's operational expertise has enabled him to build and scale business operations that align with his unwavering commitment to delivering the most impactful and exceptional customer experiences.
Check out this video featuring Nino Caveneca Co-Founder and CEO of SwiftCX at the Support Driven Demo Derby where he delves into the world of SwiftCX, discussing its role in elevating support tools and effectively bridging the gap in agent assist technology.
Nino Caveneca:
One thing that I found over the course of my career was time and time again, I felt like support tools that I used were good enough but not great. And a lot of that gap related to me not feeling like they fully understood what we were going through on the support side, and I felt like there was a disconnect.
My name is Nino. I am the co-founder and CEO of SwiftCX. SwiftCX is a company that's helping focus on AI and automation tools for support teams, to help these support teams make it a lot easier to run successful support operations, and I personally am an experienced support leader, having built and scaled support teams for the past 20 years. And now I'm focusing as a founder on building better tools for support teams.
Most of the tools I've used with successful companies have been good enough. I'm trying to leverage my past experience to rethink how we use these tools and how they bring value into our operation, and respecting a lot of the pain points that I feel are not addressed in other tools.
Especially this year, even more than any other year, but everybody's top of mind around AI and automation. One of the things that we started with was an automated real-time monitoring app for Zendesk and sort of the impetus behind this app removes that requirement of you having to watch real-time stats across your operation, where you set rules in our system for what's important for you to monitor. But that's really targeted towards leadership versus the agent AI assist tools that we're building. How do we embed ourselves in an agent's workflow where we're fully respecting how difficult their job is? I would say a lot, possibly all of the agent assist tools that I've seen, they're not being built from the standpoint of understanding exactly how the agent's workflow is.
So we're trying to figure out how do we get in there and make it very fluid and helpful without them feeling like, 'I'm helping a bot steal my job. We're helping AI complement what they're doing. That technology boost."
Check out this video featuring Nino Caveneca Co-Founder and CEO of SwiftCX at the Support Driven Demo Derby
