Reinventing Your Call Center to Delight Your Customers

Presented by

Peter Berbee

About this talk

Current IVR technologies in the call center are outdated and unable to meet most customer needs. Automation that exists is only basic in nature which results in most callers needing to speak with a live operator. Celent, a leading research provider in the Financial Services space, dug into the details of what is needed to create the next level of automation to reduce the need for live operator assistance and drive superior customer experiences. The results were overwhelming. Most banks have a huge opportunity to reinvent the contact center customer service experience. Come and join this insightful webinar that will give you the information needed for creating extraordinary customer experiences that result in driving down operating costs and raising your CSAT scores! Join Peter Berbee, Senior Vice President of Financial Services Product Management at, and Bob Meara, Senior Analyst of Retail and Corporate Banking at Celent, to discover how to reinvent your contact center and delight your customers using conversation AI. This discussion will include insights on: - What is Conversational AI and how is it different from traditional speech recognition-based IVRs - What is the difference between chatbots and virtual assistants - Technology evolution and innovation that makes it possible to automate use cases that have traditionally required a live operator (NLP innovation - semantics, ‘hold and resume’, contextual intelligence, analytics and more!) - Conversational AI adoption trends with banks - What BankAssist is and how it can address the above challenges. Don't miss this live event on Thursday, March 17th at 10:00 AM PT / 1:00 PM ET.
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