Recorded Webinar: The Best Ways to Use AI in the Contact Centre

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There has been a lot of hype about the potential for Artificial Intelligence in the Contact Centre. This has led to a number of companies trying to use AI and getting their fingers burnt.

In this webinar we looked at practical ways to deploy AI and where to avoid the pitfalls.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Dr David Naylor, Humanotics

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• Stephen Kennedy, eGain

Topics to be discussed

• Artificial Intelligence
• How has the technology progressed?
• Where is it safe to use it, where is it not?
• The latest feedback from customers using AI
• Neural Networks
• Use of ChatBots
• Measuring the effectiveness of AI
• Quality control measures for AI
• Top Tips from the audience
• Winning tip –“A bot is just an interface. If it’s hooked up to the right resources, then it can be very useful. For example, if it’s linked up to a search function which has indexed all your company’s documentation, it can create instant access to useful information. That can improve FCR etc” thanks to Bilbo1

Original Webinar date: March 2019

This webinar was brought to you by Call Centre Helper and is sponsored by eGain.

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