Ask the Experts: Using AI to analyse customer conversations for insight 242 Filed under - Archived Content, Clarabridge We ask how AI (Artificial Intelligence) can be used for conversational analytics to support a transformation of the contact centre operation. Customer behaviour is changing fast. It always did, but recent events have resulted in recognising the need to keep track of how customers are responding to the changing environment. AI (artificial intelligence) is a tool that can support that insight gathering to enable contact centre leaders to make more informed decisions. During this one hour online session, we will be asking the experts: Why accessing customer insight is so important right now? How can AI be used to analyse conversations over voice and digital channels to improve the contact centre operation? What evidence is there that AI works? What is good practice in using conversational analytics to improve CX? Our experts are Nick MacFarlane, Vice President of Customer Engagement & Retention at Sky Ticket, Jagrit Malhotra, Managing Director at Clarabridge, and Marco Cruz Galve, Vice President of Professional Services at Clarabridge. Sky is an award-winning operation. In 2019 the business won Most Effective Customer Experience in Social Channels at the European Contact Centre and Customer Service Awards by using digital customer service and insights to improve the contact centre operation. Clarabridge has been named a Leader in two Forrester WaveTM Reports in 2020: Customer Feedback Management Platforms and AI-Based Text Analytics Platform. Hundreds of contact centres around the globe are using their capabilities to transform their operations. You are invited to join Leigh Hopwood, CEO, as she asks your questions. You’re welcome to submit questions beforehand, raise them through the Q&A functionality or simply sit back and listen. Where and when? Date: Wed 19 Aug 2020 Time: 12:00 pm – 1:00 pm Location: Online Author: Rachael Trickey Published On: 14th Aug 2020 - Last modified: 21st Aug 2020 Read more about - Archived Content, Clarabridge Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter