Name: Global Trends in Contact Centre Virtual Agents & How BPO’s Can Benefit
Start: 2021-08-05T16:00:00Z
End: 2021-08-05T16:00:54.000Z
Location: BrightTALK

Welcome to Cognigy's webinar channel!

Who is Cognigy? We are a global leader in omnichannel Customer Service Automation. Intelligent voice and chatbots powered by our Conversational AI platform help businesses improve service quality, reduce operational costs, and support teams across the enterprise. 

Why join our channel? Our team hosts insightful and thought-provoking discussions on how Conversational AI helps enterprises accelerate their digital transformation goals and improve how they communicate with their employees and customers.

For more info, register for one of our upcoming webinars, view any of our past events on-demand, or visit us at https://www.cognigy.com.

Since its launch in November 2022, ChatGPT has taken the world by storm and reimagined the possibilities of Generative AI across every walk of life.

For contact center leaders, Large Language Models (LLM) like ChatGPT bring unique opportunities to take customer experience to new heights and stay ahead of the pack - but not without challenges.

Watch our webinar and learn how the combination of Conversational AI & LLMs will provide better experiences for bot builders, end-customers and service agents. See a live demo of Cognigy.AI's latest LLM features and enroll into Cognigy's Beta Program.

How ChatGPT (Generative AI) & Conversational AI Power Up Customer Service

In more and more modern contact centers, simple “one-and-done” inquiries are handled by self-service, chatbots, customer-facing knowledge bases and other automated tools while agents handle with more complex cases. Creating a great CX requires contact centers to combine AI and other advanced technologies with agents’ creativity and problem-solving skills. 

In this webinar you’ll learn how contact centers are using blended intelligence to thrive in the new normal. Our experts will provide examples of how self-service, automated triage, swarming, knowledge management, and real-time decision intelligence tools can accelerate resolutions and create a world-class experience for all of your customers.

Keys to Evolving From Contact Center to a True Customer Experience Center

Join contact center industry analyst and expert, Sheila McGeeSmith, Cognigy's Head of Product Marketing & Technology Evangelist, Sebastian Glock and Cognigy's SVP of Business Development & Strategy Hardy Myers, as they discuss emerging trends, new innovations and challenges that will be faced by enterprise contact centers in 2023. Specifically, Sheila, Sascha, and Hardy will focus on what is most likely going to impact CX and EX in 2023. 

Attending this session will give you insight into:

• Advances and highlights from 2022
• The top challenges faced by contact center leaders in the coming year
• Emerging innovations set to disrupt the market
• Key takeaways for 2023

Predicting the Next Generation of Customer Service

We are delighted to announce that Cognigy has been awarded the Customer Service & Call Center Verband Deutschland e. V. (CCV) Quality Award 2022 in the category of IT Innovation for its Conversational IVR solution.  

This is Germany's highest quality award in the call and contact center industry and we are incredibly proud and honored to receive the award.  

During this Webinar, Cognigy’s Head of Product Marketing & Technology Evangelist, Sebastian Glock, and Cognigy’s Sales Engineer, Alexander Teusz will take you through the presentation and product demo that won us this prestigious award, and also explain why Conversational IVR is a game changer for contact centers.

Next-Generation Phone Experiences With AI-Powered Conversational IVR

Join E.ON’s Satesh Kumar, Senior Program Manager and Analytics Lead, and Cognigy’s Evangelist and Head of Product Marketing, Sebastian Glock, in conversation as they discuss the steps that E.ON has taken to deliver its 50 million customers a superior and differentiated experience through self-service and how it has reached 70% automaton. In this session, contact center leaders will learn how E.ON, one of the largest energy providers in Europe, successfully executed a strategy to deliver its customers an immersive, accurate and responsive experience. Satesh Kumar shares the challenges E.ON faced, the importance of brand and personality, and what the future holds for their customer service.

Attending this session will give you insight into:

• How to deliver superior experiences at scale through innovation
• How to create a cross-functional team to form a center of excellence
• Delivering, orchestrating and managing AI bots at scale 
• The metaverse and augmented reality will impact customer service

How to Scale the Next Generation of Customer Self-Service

Join Cognigy and contact center industry expert Brian Cantor as they define the steps and what to consider when implementing an end-to-end fully personalized customer experience that delivers a seamless self-service environment across all channels. You will learn how to secure stakeholder engagement, where barriers and dead ends can occur and how to avoid them. We’ll spend time exploring what can be gained from integration with existing legacy and infrastructure systems, how to introduce a multilingual capability, and how AI is a game changer for agents and customers. Underpinning this session is how an organization benefits from increased agility and resilience. Attending this session will give you insight into:

• How to achieve full personalization and orchestration across all voice and digital channels 
• The pitfalls of customer service silos and how to avoid them
• How to deliver the next generation without a rip and replace approach
• Key takeaways and action plan

How to Perfect the Next Generation of Customer Self-Service

Join Contact center industry experts Brian Cantor and Sheila McGeeSmith and Cognigy’s Derek Roberti, as they take you on a step-by-step journey to identify your organization’s biggest CX needs and the rewards you can expect from CX transformation. With the benefit of data, real-world examples and use cases, you will learn where to plan and deploy AI-driven self-service at critical moments in your customer journey and how to prepare your operation for emerging self-service opportunities. 

Specifically, our experts will explore why self-service has failed to meet customer expectations and what can be done to deliver a customer experience that is frictionless and satisfying, while also alleviating much of the agent’s mundane workload. Attending this MasterClass will provide you with insight into:

• How will self-service elevate the overall CX journey
• How to build trust in new Conversational AI applications
• The ROI to expect
• The actions to take

How to Achieve the Next Generation of Customer Self-Service

Customer service transformation is in motion, and it's moving fast. With an AI-based approach, virtual agents powered by conversational AI deliver rich, personalized experiences across channels 24/7. What are the latest innovations, what are best practices and what's next for AI-based customer service? Hear a panel of experts share their experiences and insights on how a next-level AI-powered strategy results in better service, happier customers and the CX of the future.

The Future of AI-based Customer Service

The CEO loved the voice bot ...and then it went live. Watch this short webinar to see the building out of a voice bot in real-time and how to perfect it along the way. Learn about the pitfalls of speech-to-text recognition and the importance of conversational design in optimizing voice interactions.

The Devil is in the Details: Surprising Discoveries Around Building Voice Bots

In this mid-digital age, a clear message has emerged: automation can only take us so far. For customer service, AI is the enabler of better experiences, but the people are the key to delivering a complete end-to-end CX. Combining the two bridges the limits of automation. What does the scope of a “beyond the bot” approach look like? What are the strategies and advancements taking teams to the next level?

Watch this webinar to hear guest speaker, Hayley Sutherland, senior analyst at IDC, and Sebastian Glock, product marketing lead at Cognigy, discuss why the next step in CX transformation lies in empowering agents through the latest innovations in AI.

Why the Next Step in CX Transformation is Agent Empowerment

What is the connection between semantic automation and conversational AI? Semantic technology leverages artificial intelligence to simulate how people understand language and process information. Conversational AI is the technology behind automated messaging and speech-enabled applications that make interactions between computers and humans more human-like. 

How do the two come together to provide better service experiences? In this webinar, get a clear picture of how it works and where to start.

Semantic Automation with Conversational AI

In this session you will learn key success factors for maximizing the impact of AI powered service automation. You will get first-hand insights from some of the most successful automation initiatives among global brands and dive into industry-proven best practices. Learn how Conversational Automation can streamline your service processes and how to create better experiences and a striking ROI.

AI Powered Omnichannel Customer Engagement

Right now is an exciting time to be part of the Technology industry, as it is constantly growing and evolving at a rapid pace. However, it is well known that the tech industry is highly male-dominated and the topic of women in tech has been widely discussed over the years. 

Cognigy is delighted to present this special International Women´s Day webinar with our guest speaker Megan Gill, Head of Recruitment at Xena together with Alexandra Anders, VP of People & Culture at Cognigy, and Marinos Balaskas, Senior Technical Recruiter at Cognigy.
 
Join this Q&A discussion as they explore the challenges associated with being a woman working in tech and share their insights on what companies can do to help diversify their workforce close the gender gap in tech. 

• Our guest speaker Megan Gill has been with Xena since the company was founded back in 2020. Xena is a recruitment company based out of Berlin and Amsterdam, whose mission is to close the gender gap in tech. How do they do this? Xena only recruits women, focusing on women in tech and women in leadership. Xena also works with women to increase job well-being with live coding workshops and online mentorship to support the progression of women in technology.

International Women´s Day: Closing the Gender Gap in Tech

Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice.

Join this discussion as we:

* Dive into the channels customers are using to connect with your brand and service;
* Discuss how organizations are revisiting their channel mix to meet growing customer demand; and
* Share how to enable your agents to work across all channels so you deliver a professional multi-experience across all touchpoints

How to Take Your Contact Center Omnichannel in 2022

A new year brings new challenges, new goals, and new beginnings for everyone. This doesn’t stop at AI. 

While AI was once reserved for Sci-Fi, it has quickly made its way into the business world and proved to be pivotal to business processes. Without a doubt, AI is here to stay, and 2022 will continue to secure AI as a business must-have. In fact, this year, companies are predicted to implement and adopt an average of 35 artificial intelligence programs (DZone).

So, what does the next year have in store for AI? From a pivot to hyper automation, AI in IoT, the rise of augmented intelligence, 2022 is definitely bringing a lot to the table for AI and machine learning.

Join us as we discuss: 
-  Some of the key takeaways from 2021, and where we go from here 
-  The top 5 AI and ML trends to look out for in 2022 
-  How to keep up with trends in AI and implement them into your business processes and workflows 
-  And more!

The State of AI in 2022: Trends and Predictions

AI-based solutions experienced a massive uptick in adoption in 2021. As enterprises continue to explore the power of Conversational AI, what can companies learn from their usage and leverage for their digital transformation strategies for 2022?   

Join guest speaker, senior research analyst at IDC, Hayley Sutherland, and CEO & co-founder of Cognigy, Philipp Heltewig, for a power Q&A discussion on the latest trends of Conversational AI.  

Listen as they explore the roadmap for conversational automation, including market recommendations, data-driven insights and solution differentiators that will make the difference in how you approach 2022.

Conversational AI Trends: Strategizing for 2022 | Global

This webinar presents the latest enhancements of Cognigy.AI in Q4 2021. It covers new features and improvements that were rolled out between publication of the last release webinar until Cognigy.AI v4.15, including:

• Advanced Cognigy Insights: Expert Mode, more powerful filters, timezone support & more

• Enhanced NLU & Intent Trainer: Improved UX, extended connectivity & other improvements

• Extensions Marketplace: Point & click installation of Cognigy.AI Extensions

What's New with Conversational AI?

To deliver exceptional service experiences in a global market, businesses must understand and speak the languages of their customers. Yet, many businesses avoid the expense and manual effort of localization by limiting their services to one or two major languages. At Cognigy, we have crafted an in-built machine translation feature that enables enterprises to open up conversations with potentially billions of people across the globe - without the need for costly translation services or additional support staff.

Join this webinar to learn about a powerful technology that will help bot designers speed up their time-to-market by factor 5 or more. Key takeaways:

• Save costs for localization: Machine translation is fast, reliable and costs only a fraction manual localization.​
• Service more customers: Every additional language helps reach new audiences or improve service quality for non-native speakers.​
• Streamline contact center operations: Agent augmentation enables contact center managers to simplify their workforce management.

In-built Machine Translation: Advanced Multi-language Capabilities | Cognigy.AI

Conversational AI has evolved to be a game-changer for BPOs​. Hosted by MatchBoard, join a discussion with Audiocodes and Cognigy to learn about the unstoppable trend of AI and automation in customer service. Discover how BPOs can create exceptional customer value with Conversational AI​. Hear how to capitalize on it to increase the share of the wallet and win new business. 

Highlights:

•Voice-bot use cases and commercial advantages​
•Human-machine interaction in contact centers​
•Local partner support to optimize your sales success

Global Trends in Contact Centre Virtual Agents & How BPO’s Can Benefit

Artificial Intelligence

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Global Trends in Contact Centre Virtual Agents & How BPO’s Can Benefit

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