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

Recorded webinar on 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.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Dr David Naylor, Humanotics
David Naylor slides on demystifying AI for the contact centre

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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

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

Click here to view the replay.

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