Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
9:15 AM From Contact Centre to CX Hub: Leveraging Machine Learning and Data Insights to Drive Ongoing Customer Relations
How is AI taking over the customer experience … or is it the other way around?
This is one question Expedia Group has been researching for over the past year. It’s Olga Quiros’ belief that even if the future of contact centres lies in automation, a fully automated and advanced contact centre will fail without a holistic CX strategy. And, because of this, it’s more important now than ever before to update your digital technologies for the intention of providing better customer and employee experience.
On a journey to develop their chatbots so they can understand and speak in over 40 languages, become more self-learning and engage in conversational commerce, this session will delve into how we can go beyond individual transactions or queries. Olga will present ways we can use technology for more meaningful engagement, support and services that are personalised towards the needs of customers.
- Understanding contact centre data: what data is available, what can be collected and how can it be used to provide a more value-led customer service
- Omni-channel integration – will the contact centre become the pulse of customer insights and analytics?
- The integration challenge: How do we merge our Knowledge Management Systems data into our existing chatbots for that sophisticated, conversational communication
- What will the developments in AI mean for creating a future-ready workforce in the contact centre?