Rosalie Girard

Sr. Manager, Business Value Coveo

Day 3: Thursday, December 3rd

Thursday, December 3rd, 2020

2:30 PM 5 Steps to Build a Solid Business Case for Investing in the Agent Experience

View The Session Here


Companies with a proactive AI adoption strategy for their support experience stand to gain a significant competitive advantage. With many agents now working remotely, and customers’ expectations for personalization at an all-time high, investing in AI-powered technologies to provide effortless support is a necessity to compete in the 2021 economy.

In this session, we’ll walk you through the measurable benefits of investing in content findability, and AI-driven personalization both for support agents and customers. You’ll get a step-by-step approach to building a persuasive business case for modernizing your support agents’ experiences, with a solid ROI framework to get your executive buy-in.


You’ll learn:

· The tangible benefits that AI-powered search can have on your customer and agent experiences

· The metrics that really matter, and how to look at them in a holistic way to understand the trends happening in your digital and assisted support channels

· Effective methods to boost and measure case deflection