Learn the in's and out's of AI and the modern contact center, from RPA to chatbots to how to humanize the technology support experience strategy.
Contact centers face new challenges as they grapple with spikes in demand, a remote workforce, and compliance concerns. These challenges create opportunities for AI automation solutions that deploy digital workers to come alongside human workers and make their jobs easier. In this session you will learn how AI applied to calls, emails, texts, chats and social streams can automate and accelerate contact center processes. Discover what’s possible including multi-channel ingestion; voice identification; call transcription and translation; text analytics to identify topic, intent and emotional tone; object, face, and text recognition in attached images and video; and other real-time capabilities that assist agents and give managers operational insight. Attend this session and get practical advice on how best to start your contact center AI journey.
With the landscape of CX rapidly evolving, AI is today’s de-facto buzzword for CX innovation and mobility. But what does AI in CX actually look like today?
In this session, some of the industry’s foremost AI thought leaders share actionable expert advice on innovating CX operations with AI. Attendees will also learn precisely how EmployBridge seamlessly deployed AI solutions to empower its agents and improve customer satisfaction.
Hear first-hand from a major retailer on best practices around AI-powered virtual agent implementation to replace “Press 1” with “How can I help you today?”
TechStyle Fashion Group, operator of brands like ShoeDazzle, Fabletics, and JustFab, continues to optimize their omnichannel strategy over time to expand AI-powered self-service over voice and digital channel that saved over $1 million in operating expenses in just the first 3-months after go-live. Hear best practices on implementation and how iterate and improve over time to increase containment and deliver the most frictionless experience to customers:
- Insight into the evolving capabilities of virtual agents
- 3 things TechStyle wish they knew before they started
- Buy vs Build? Which approach is right for your business
- Best practices for implementing and improving AI self-service
Many organizations are sitting on a wealth of untapped opportunities from their voice data. AI speech recognition and analysis can quickly, accurately, and cost-effectively turn that voice data into hidden insights to improve customer experiences, optimize business processes, and open up revenue opportunities.
In this session, our speakers will share how you can align your business objectives to your AI initiatives and begin unlocking more rich data insights at scale. In doing so, organizations will be able to optimize their call agent performance and team retention, better understand their customers, provide seamless experiences, and ultimately drive growth for the business.
How to’s (learning objectives):
- How can you architect an AI automation strategy that supports the goal of seamless CX in every way?
- What are the common challenges for incorporating AI automation into your organization?
- What steps need to be taken to ensure AI initiatives align with the greater customer and call agent experience?
- What to do with your audio data and how to leverage the right data and insights for your organization
Customers find delight when businesses actively initiate ways to anticipate their needs and resolve their issues. Overtime, being proactive will strengthen customer relationships with the brand and help the brand stay ahead of the game among competitors. Join us In the Queue to hear more about how automation is playing a big role to delight Freshly customers through automation during these harrowing times.