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Why your Contact Center needs a Conversational AI Platform

Conversations powered by AI allow your contact center teams to deliver more of a personal and faster customer experience while improving operational efficiency. So why do 60% of customers try to skip IVRs to get to a human agent as soon as they can?
Recorded Aug 15 2019 53 mins
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Presented by
Pranav Deshpande, Product Marketing - AI/ML @ Twilio and Ricky Holtz, Sales Engineer
Presentation preview: Why your Contact Center needs a Conversational AI Platform

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  • Why your Contact Center needs a Conversational AI Platform Recorded: Aug 15 2019 53 mins
    Pranav Deshpande, Product Marketing - AI/ML @ Twilio and Ricky Holtz, Sales Engineer
    Conversations powered by AI allow your contact center teams to deliver more of a personal and faster customer experience while improving operational efficiency. So why do 60% of customers try to skip IVRs to get to a human agent as soon as they can?
  • Intro to Messaging at Scale Recorded: Aug 13 2019 39 mins
    Dave Esber, Product Marketing @ Twilio and David Lowes, Solutions Engineering @ Twilio
    Nine in 10 customers want to message with a business. Yet, messaging at scale is hard. In this three-part webinar series, we outline some of the key concepts you should consider as you scale your customer messaging and considerations for the future.

    Anyone can send their first message with just a few lines of code and a credit card, but with Twilio just a few tweaks to your code can help you send millions of messages to customers around the world. In this webinar, we touch on a few key messaging concepts like queueing, status callbacks, segments, concatenation, transcription, and phone number types. These SMS practices will help you set up your infrastructure to scale as your business grows.
  • Understanding U.S. SMS Compliance Recorded: Mar 26 2019 57 mins
    Sheila Jambekar, Associate General Counsel @ Twilio & Pranav Deshpande, Sr. Product Marketing Manager @ Twilio
    The business SMS messaging ecosystem is complex and can easily seem overwhelming. Sending a message to the wrong person–at the wrong time–may not only affect your customer’s experience, but could also put your business at risk of legal action.

    Buzzwords like opt-in, opt-out, P2P, A2P, TCPA, and the CTIA can make the idea of sending messages to customers that much more daunting. On the other hand, a welcome text message to the right person can be a powerful and effective way to communicate with your users.

    In this webinar, we’ll touch on:

    -The basics of messaging compliance
    -The in's and out's of U.S. regulations
    -Expert advice from helping thousands of companies deliver powerful communications experiences
  • Blueprint to AI-Assisted Contact Centers with Twilio Flex and Google Recorded: Dec 11 2018 47 mins
    Adam Champy, Senior Product Manager @ Google & Abhijit Mehta, Product Manager @ Twilio
    Every company has a need to communicate with their customers and, for most businesses, this interaction is handled by the contact center. The intersection of artificial intelligence (AI) and customer service has the potential to improve the effectiveness of the contact center dramatically and make those human interactions more impactful.

    By 2022, Gartner predicts 20% of all customer service interactions will be completely handled by AI, an increase of 400% from 2018. How will you utilize AI to serve your customers better—handing off interactions to agents when appropriate—while maintaining conversational context?

    In this webinar, we will discuss:

    -The programmability offered by Twilio Flex to integrate AI at multiple layers of Customer Engagement
    -Building a stellar bot experience for personalized customer experience 24/7
    -Incorporating conversational AI to feed into routing decisions based on customer intent
    -Google’s Natural Language Understanding (NLU) powered by Dialogflow Enterprise for automatically processing and understanding customer speech
    -How Google + Twilio Flex index and manage a knowledge base to present relevant information to agents during a call
Covering hot topics in Global Communications
The Twilio channel brings you the latest in global communications and an API approach to software development.

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  • Title: Why your Contact Center needs a Conversational AI Platform
  • Live at: Aug 15 2019 4:00 pm
  • Presented by: Pranav Deshpande, Product Marketing - AI/ML @ Twilio and Ricky Holtz, Sales Engineer
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