Constructing the Next Gen Agent: Why AI is Required

Presented by

Phil Nanus (TSIA), Lipika Brahma (Coveo), Adam Mullen (Athenahealth)

About this talk

It’s clear the role of the support agent is changing. From simple fixer to counsellor and coach, support agents’ day-to-day jobs are becoming more strategic as more content is driven to self-service channels. But how can AI influence this new way to work? In this success story session, we’ll dive deep into how Athenahealth welcomed AI with open arms to enable their agents to do more on their own, and how they became more collaborative, more invested and created more content along the way. We’ll study the effects of knowledge management and gamification in the context of AI-driven support and how agents find more purposeful work along the way.

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