Ricardo Enrico Jahn
PwC Deutschland - Director - Microsoft BizApps Lead
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With over 12 years of experience at Microsoft, followed by 4.5 years at KPMG and 4 years at EY, I’ve developed a deep expertise in Microsoft technologies that has been central to my work throughout my career. Now based in Berlin, I lead the BizApps team at PwC, continuing to work closely with Microsoft solutions.
Alongside my leadership role, I maintain a strong, hands-on connection to technology and development. My focus lies in creating CRM and ERP solutions, particularly for retail clients undergoing digital transformation. With a practical and detailed approach to Microsoft ecosystems, I’m dedicated to building effective, tailored solutions that support operational improvement and sustainable growth.
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Back to Conversations: Transforming B2C Engagement with AI-Enabled Voice and Data Insights
WHAT
This session dives into the evolving landscape of B2C engagement, where AI-powered, voice-driven interactions redefine how businesses connect with customers. We’ll demonstrate how Azure AI components, including Semantic Kernel and Azure AI custom vision, can enable real-time access to critical data such as product availability, wishlists, and transaction histories. Attendees will see how these tools seamlessly transform traditional customer interactions into dynamic, conversational experiences that are more personal, efficient, and impactful.
WHY
As B2C interactions evolve from screens to voice-driven conversations, leveraging AI becomes essential for enhancing customer engagement. This shift enables businesses to provide more personalized, data-driven experiences that feel conversational and direct, bridging the gap between digital interactions and traditional, in-person service.
HOW
From a high-level perspective, this session will provide an overview of using AI tools, focusing on strategy rather than technical implementation. We’ll demonstrate how Azure AI, Semantic Kernel, and custom AI Vision models can be seamlessly integrated into B2C environments to create real-time, data-driven interactions. Instead of diving into code, we’ll explore the broader impact and potential of these tools in delivering personalized customer experiences, sharing real-life examples and results that showcase the transformative power of AI in B2C engagement
TAKEAWAYS
- A high-level understanding of how voice-driven AI can enhance B2C customer interactions, making them more personalized and conversational.
- Insight into how Azure AI and Semantic Kernel enable real-time data access for a seamless customer experience, from product availability to personalized recommendations.
- Inspiration on using custom AI Vision and other tools to meet unique B2C needs without requiring complex implementations.
- A strategic perspective on moving from screen-based interactions to voice-based engagement, strengthening customer relationships and increasing efficiency in service delivery.
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