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
Click here to view the replay

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
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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