Empowering Smart Service by Contact Center Agents and Bots

THE DATE: Thursday, October 26; 10-11 a.m. Pacific Time

THE LOCATION: Online

THE DESCRIPTION: The contact center is rich with data, interactions, and many opportunities to improve the customer experience. AI can route calls to the right agents and help them excel in handling customer requests. Smart bots, sometimes called digital or virtual assistants, make self-service more conversational, reducing the need for expensive phone calls.

Engaging real-time interactions. Merging machine learning and human agents to automate customer service is quickly becoming the approach of the future. Chris Connolly will discuss how these digital innovations in contact centers, such as combining artificial intelligence with the power of human touch, have reshaped the way businesses create greater levels of customer satisfaction.

Collaboration of artificial and human intelligence. Phil Gray will explain how Intelligent Virtual Assistants combine the best of artificial intelligence with human understanding, transforming the way organizations and consumers communicate to get things done. You’ll learn how some of the world’s largest brands use this approach to deliver a better total experience that drives revenue and loyalty, while improving efficiency at the same time.

Sponsored by: Genesys and Interactions

THE WEBLINK: http://customerthink.com/icxm-summit-2017/