Gadi Shamia

CEO Replicant

Day 3: Thursday, December 3rd

Thursday, December 3rd, 2020

12:30 PM How Autonomous Contact Centers are Driving the Future of CX in 2021

View The Session Here


2020 changed customer service as we know it. We saw contact centers around the globe come to a halt as lockdowns forced agents to WFH for the first time. Call centers weren't prepared for this transition with higher than normal call volumes and nor were customers with longer hold times and compromised customer service. 2020 exposed the shortcomings of call center operations and made the need for collaboration between human agents and AI that much more evident. 2021 is a time for new beginnings - join us for an intimate conversation with Gadi Shamia, CEO & Co-Founder of Replicant.ai and Former COO of Talkdesk, to hear how customers are transforming their call center operations with an Autonomous Contact Center.


Gadi will share:

  • Best practices for implementing an autonomous contact center
  • How one customer reduced costs by 50% in less than 6 weeks following Covid-19
  • What an autonomous contact center means for the future of agents