Panel session featuring: Nicola Millard, Head of Customer Insight and Futures, BT; Andrew Small, VP Unified Communications, Contact Centres and Mobility, BT; and a 3rd party speaker.
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Big data, AI and Machine Learning gives organisations insights into consumer behaviour, which can be used to anticipate customer needs. It’s also speeding up agents' time when handling service requests, for example: through augmented agents or automating routine interactions via chatbots. All of this is delivering an improved customer experience, so is your contact centre ready to handle the tech?
Join our panel as they explore the power of AI and Big Data in the context of the contact centre. Nicola Millard, author of our latest white paper Botman vs. Superagent, shares her view on the man vs. machine debate. Meanwhile Andrew Small will to explore how to rationally adopt AI so the focus is on optimising the benefits of the new technology in terms of cost reduction and customer advocacy.