I started working in Sonae Financial Services (a Portuguese fintech) in 2016 as Digital Product Manager, belonging to the team that built the Universo App. In 2017 my relationship with CRM platforms began through my participation in Salesforce projects. In 2019, my biggest project went live: a fully digital experienced call-center. In March 2020 I started managing a new department (AI & CRM Platforms) dedicated to developing artificial intelligence solutions applied to CRM platforms, which aims to optimize processes, work methods and improve the customer experience. My personal goal is to participate in social evolution through research and implementation of new technologies, which can elevate people's life to a new level of convenience and quality in which very few believe.
Artificial Intelligence (AI) has already won its place as a hot topic of technology in the contact centre space. According to Forbes, the market for call-centre AI technology is expected to increase from $800 million in 2019 to $2.8 billion by 2024. However, there is still much confusion about how AI can help contact centres do a better job at assisting agents to deliver better quality and be more productive, while making customers happier.
In this interactive session, the speakers will share their first-hand insights to:
· Lift the curtain on what AI really is
· Share how state-of-the-art AI technology is enabling contact centres
· Practical insights on reaching new heights of productivity and customer experience delivery