Webinar Replay: AI Trends to Keep an Eye On

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There are many uses for Artificial Intelligence (AI) in the contact centre, whether that’s in capturing data from customer interactions or replacing IVR processes.

But, which options might work best for your contact centre and which AI technologies are not yet living up to their potential?

In this webinar, we cut through the noise and investigate the trends in how contact centres are starting to use AI-based technologies and the benefits they’re realising from their innovative strategies.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Dr David Naylor, Humanotics
David Naylor slides Click here to view the slides
  • Miguel Caetano, Talkdesk
Miguel Caetano slides Click here to view the slides
Dr David Naylor - headshot
Dr David Naylor
Miguel Caetano - headshot
Miguel Caetano
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
What You Will Learn
  • The uses of AI in the contact centre
  • How are contact centres using AI right now?
  • Preparing your contact centre for AI
  • The future contact centre and the role of AI
  • Are certain AI technologies not living up to their potential?
  • Top tips from the audience
  • Winning tip – "I work in the tax industry in the US and we are getting lots of contacts regarding COVID-19 and the stimulus package etc. We have added a message to the beginning of the IVR as well as all emails referring customers to a URL with up to date information on how COVID-19 affects their taxes. We are hoping this will cut down on some agent contacts.""to be confirmed."thanks to Laura51
Original Webinar date: 26th March 2020

Webinar Timeline

0:32: Introductions – Jonty Pearce, Call Centre Helper
3:20: Poll with results from the audience. Asking "When will Chatbots Appear in Your Contact Centre?"
6:41: Dr David Naylor, Humanotics Presentation
18:44: Poll with results from the audience. Asking "What is Your Biggest Driver for Implementing AI?"
34:49: Take-aways from David's presentation
35:39: Quiz
39:21: Top Tips, Opinions and Questions from the audience
43:57: Miguel Caetano, Talkdesk Presentation
1:00:53: Take-aways from Miguel's presentation
1:01:21: Winning Tip

Speaker Biographies

Dr David Naylor | Humanotics

Humanotics’ mission is to demystify Artificial Intelligence and help you to deliver the benefits to customer operations faster than you could do yourself. We can do this because our team bridge the gap between the technology and it's application to 'all things customer'.

Led by Dr David Naylor — who gained his PhD in AI 25 years ago — the Humanotics team are highly experienced in customer insight, data analytics, speech analytics, conversation design (for voicebots and chatbots) and machine learning applications for optimisation & prediction.

Connect with David on Social Media: Linkedin

Miguel Caetano | Talkdesk

Talkdesk Enterprise Contact Center empowers companies to make customer experience a competitive advantage. With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interactions.

Connect with Miguel on Social Media: Linkedin | Twitter