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Make Your Agents CX Super Agents: Empower Them with AI Tools

To deliver satisfying customer experiences, you have to combine human insight (HI) and artificial intelligence (AI). By playing to the strengths of each, you’ll enhance customer interactions and control company costs. That’s better for your customers, your agents, and your business.

Want to learn more about blending AI and HI in your contact center?

Join our live webcast to learn:
• Why humans and machines are better together
• What AI can do for agents
• How AI improves agent productivity, customer engagement, and more

Our [24]7.ai experts:
• Jeetu Narayan VP, Digital Commerce
• Emil Xavier, Product Manager, [24]7 Assist

Moderated by:
Lisa Matherly, Vice President - Marketing, [24]7.ai
Live online Apr 22 6:00 pm UTC
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Presentation preview: Make Your Agents CX Super Agents: Empower Them with AI Tools

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  • Make Your Agents CX Super Agents: Empower Them with AI Tools Apr 22 2021 6:00 pm UTC 60 mins
    [24]7.ai
    To deliver satisfying customer experiences, you have to combine human insight (HI) and artificial intelligence (AI). By playing to the strengths of each, you’ll enhance customer interactions and control company costs. That’s better for your customers, your agents, and your business.

    Want to learn more about blending AI and HI in your contact center?

    Join our live webcast to learn:
    • Why humans and machines are better together
    • What AI can do for agents
    • How AI improves agent productivity, customer engagement, and more

    Our [24]7.ai experts:
    • Jeetu Narayan VP, Digital Commerce
    • Emil Xavier, Product Manager, [24]7 Assist

    Moderated by:
    Lisa Matherly, Vice President - Marketing, [24]7.ai
  • Leading CX Into the Future Recorded: Mar 26 2021 63 mins
    Sarah Kimmel, Vice President of Research for CMSWire and Dan Reed, Chief Customer Officer at [24]7.ai
    Organizations have devoted tremendous time and resources to improving customer experience (CX), but responsibility for the overall experience remains distributed. Are distributed efforts aligned to yield results? What does the future organization of CX look like?

    [24]7.ai recently partnered with the research team at CMSWire on the CX Leader of the Future survey. By surveying hundreds of respondents in the CX space we were able to find insights into the levers that improve customer experience outcomes for organizations.

    Join Sarah Kimmel, Vice President of Research for CMSWire and Dan Reed, Chief Customer Officer at [24]7.ai for a live, hour-long webinar that takes a deep dive into how the role of the CX leader is evolving over time and how organizations can evolve and increase the impact of the customer experience.

    In this webinar on-demand, you’ll learn:
    - How the role of the CX leader is changing and where it’s headed.
    - How great the impact of centralizing responsibility for customer experience (CX) is, and what organizations that have centralized that responsibility are doing differently.
    -The steps organizations should take on the journey to improve CX and where to start.
  • How to Approach WFH in 2021: Future-proofing your Contact Center Recorded: Feb 18 2021 60 mins
    Overstock, Urban Outfitters, Ryan Strategic Advisory and [24]7.ai
    Join the discussion as these CX leaders share key takeaways from their organizations’ successful experience moving their contact center agents from onsite to work from home (WFH).

    Meet our panelists:
    • Krista Mathews, Chief Customer Officer, Overstock
    • Brian Whitney, Customer Service and Contact Center Director, Urban Outfitters
    • Peter Ryan, Principal, Ryan Strategic Advisory
    • Monti Becker Kelly, moderator and SVP Customer Engagement & Strategic Accounts, [24]7.ai

    Come to learn:
    • The role that remote working should play in future operating models
    • Essential tech needed to maintain strong customer service levels during the WFH transition
    • Best practice tips in compliance and collaboration
    • How to drive strong CX experiences and business outcomes amidst uncertain times

    Bonus! We’ll send you our CEO PV Kannan’s book, “The Age of Intent,” when you attend the LIVE event and respond to our follow-up email with your mailing address.
  • The Total Economic Impact of [24]7.ai Engagement Cloud - featuring Forrester Recorded: Nov 5 2020 48 mins
    Jennifer Adams, Forrester Senior TEI consultant and Mandy Huckaby, [24]7.ai Vice President, Practice Lead
    Guest speaker Jennifer Adams, Senior TEI Consultant with Forrester reviews a multistep approach to evaluating the cost savings and business impact organizations can expect by using [24]7.ai Engagement Cloud. Engagement Cloud is a customer engagement platform that enables companies to increase service automation rates and improve agent productivity while enhancing CX.

    The Forrester Total Economic Impact methodology helps companies demonstrate, justify and realize tangible value of undertaking new IT initiatives.

    To better understand the benefits, costs, and risks associated with an investment in [24]7.ai, we commissioned Forrester Consulting to interview several companies with years of experience using the [24]7.ai Engagement Cloud technology. The interviewed companies found that the [24]7.ai Engagement Cloud enhanced customer service performance metrics, such as interactive voice response (IVR) containment, first-call resolution (FCR), and average handle time (AHT), and improved CX scores.

    Join us to hear how the Forrester TEI study concludes that users of [24]7.ai Engagement Cloud can expect to a payback period of less than 6 months and an overall ROI of 217% over three years.
  • Panel Talk: Personalities in Conversational Interfaces Recorded: Oct 22 2020 61 mins
    Google, Ford, Women in Voice, Myplanet, CCAI Services and [24]7.ai
    Does personality breathe life into our bots? Or does it hurt our perception of them? Join an esteemed group of conversational design experts for an interactive panel discussion, as they debate the value of adding a personality to chatbot designs.

    You'll learn:
    -When and why you need a personality in your conversational interface. (Or do you?)
    -What companies need to consider about adding a personality to their chatbots.
    -How personality can help or hinder your conversational bot.
    -Whether a personality yields quantifiable success.
    -The best tips on how to design a personality.


    Our experts:
    Margaret Urban, Staff Interaction Designer, Google
    Shyamala Prayaga, Product Owner, Digital Assistant, Ford Motor Company
    Phillip Hunter, Principal Product Consultant, CCAI Services
    Brooke Hawkins, Conversation Designer, MyPlanet
    Dr. Joan Palmiter Bajorek, Head of Conversational Research at VERSA and CEO of Women in Voice
    Kristin Sanford, Manager, Conversation Design, [24]7.ai
    Warren Oshita, Conversational Designer, [24]7.ai

    Moderator:
    Celene Osiecka, Senior Director, Conversation Design, [24]7.ai
  • [24]7.ai Engagement Cloud Recorded: Oct 8 2020 58 mins
    Bruce Dembecki, Senior Director of Product Marketing
    Join us as we unveil SaaS-based [24]7.ai Engagement Cloud, your omnichannel, AI-powered CX platform!

    Bruce Dembecki, Senior Director of Product, will step you through the way Engagement Cloud integrates and automates chat, messaging, and voice conversations as well as how to put to use its new self-serve capabilities.

    Learn how you can:

    • Manage and optimize every aspect of your customers' experience—all on a single, intuitive platform that even nontechnical personnel can use

    • Quickly discover customer intent and automate your responses

    • Activate bots and FAQs once and send them across all channels

    • Focus on curating the most effective customers conversations, while automation creates the perfect version for individual digital and voice channels

    • Create dynamically personalized content and conversations using behavioral, transactional, and historical data

    • Share visual information to instantly address complex or personalized customer inquiries

    • Gain valuable customer insights from customizable reporting

    We're proud to showcase how our market-leading AI technology combines beautifully with service teams' human insight (HI) to continually upgrade customers' experiences.

    See AI + HI in action. Join us!
  • Why Customers—and Companies—Are Embracing Asynchronous Business Messaging Recorded: Sep 10 2020 61 mins
    Rob Lawson, Google; Dan Miller, Opus Research; Gerry Woodburry, Columbia Sportswear; Nidhin Varghese, [24]7.ai
    Asynchronous business messaging was already transforming customer service before Google Business Messages joined other popular channels such as Apple Business Chat, Facebook Messenger, and WhatsApp—and even before the COVID-19 pandemic drove customers from stores to online.

    It’s easy to see why. Meeting customers wherever they are - whenever they want - works.

    For customers, it means less effort, greater flexibility, faster/earlier issue resolution, and improved overall satisfaction.

    For companies, it means strengthened customer loyalty, broader use of automation, the ability to handle increased volumes, and increased agent satisfaction.

    Presenters:

    Rob Lawson, Global Partnerships, Google

    Rob evangelizes the Business Messaging ecosystem through partnerships with brands, bots, CSPs and mobile operators.

    Dan Miller, Lead Analyst and Founder, Opus Research

    Dan founded Opus Research in 1986 and helped define Conversational Commerce through consulting engagements and by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech and natural language processing leverages Web services, mobility and enterprise software.

    Gerry Woodbury, Director of Customer Care, Columbia Sportswear North America

    Gerry is an experienced contact center leader. While customer service and technical support is his primary expertise, Gerry has been able to leverage his experience in engineering, fraud & risk, learning & development, and process improvement to drive large scale implementations to solve consumer and business problems.

    Nidhin Varghese (NV), Director of Strategic Alliances, [24]7.ai

    NV is Director of Technology and Strategic Alliances at [24]7.ai. NV’s background in contact center strategy & customer engagement platforms has made him instrumental to [24]7.ai’s messaging transformation consulting practice.
  • The CX Reality Check - Research, Revelations, and the Route Forward Recorded: Aug 25 2020 61 mins
    David Gehringer, Principal at Dimensional Research and Patrick Nguyen, Chief Technology Officer, [24]7.ai
    3 Key Findings About Customer Support You Can’t Ignore

    1. Your customers’ experience (CX) could be a lot better. 2. The customer support landscape is changing—fast. 3. New customer experience technologies are up to today’s challenges.

    Join the discussion with David Gehringer, Principal at Dimensional Research and we’ll inspire you to rethink your approach to customer experience, so that you can give customers the experiences that they expect.

    • How are automated support systems working from the customers’ perspective?
    • Does the preference for different support channels vary by age group or geography?
    • What are the support trends by industry?

    The Dimensional Research findings confirm that customers are driving change in the service industry as they embrace messaging and other digital support technologies.
We make it simple for consumers to connect with companies
Using AI and machine learning to understand consumer intent, [24]7.ai helps companies create a personalized, predictive and effortless CX across all channels.

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