As Principal AI Product Manager at Talkdesk, João is responsible for leading and driving all global AI product development efforts, from Speech Analytics and Real-time Agent Assistance to Virtual Agents. Prior to Talkdesk, João successfully deployed AI across Marketing, Sales and Customer Experience solutions for some of the world's leading Telecom companies.
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