Innovation That Listens: Building with Empathy with Infocap AI’s Dan Keldsen

n this episode of The Peel, host Shelley McGuire sits down with Dan Keldsen, Chief Innovation Officer at Infocap AI. From his roots in enterprise IT to revolutionizing call center experiences, Dan brings a refreshing, deeply human take on designing systems that work for the people using them, whether they're customers or employees. Dan shares insights on the power of collaboration, planning for real human behavior, and how poor design in customer service systems (especially call centers) costs companies more than they realize. 

They explore how mining real user questions and applying modern tools like generative AI can vastly improve customer and employee experiences. His core message: observe, listen, simplify. Ultimately, investing in making the customer and employee experience simple and enjoyable naturally translates to better customer service, creating a ripple effect.

To connect with Dan, follow him on LinkedIn here.
Learn more about Infocap AI by visiting their website here.

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