Name: The future of AI in the contact center
Start: 2022-03-17T16:00:00Z
End: 2022-03-17T16:00:46.000Z
Location: BrightTALK
Rating: 0

Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.

Speakers:
-Kieran King, Chief Customer Officer, Talkdesk
-Jeanne Bliss, Global leader, keynote speaker, and bestselling author on experience leadership and customer-driven growth
-Mike Travers, Director, Customer Experience, Fusion Connect

How do you ensure your entire organization lives and breathes human-centric CX from contact center agents to the executive leadership team?

In this age of customer experience, companies have an opportunity to generate business growth through frictionless and human experiences – for both customers and employees.

Join Jeanne Bliss, Mike Travers, and Kieran King to learn how these global leaders align companies around these experiences to drive loyalty and engagement with their employees and customers.

Join us to learn:
-Why putting humanity at the center of customer and employee experiences can be vital for your organization.
-How to secure executive buy-in—and a seat at the table—as a CX leader.
-How to get better feedback from customers, and how best to observe consumer behavior.
-The correlation between the employee and customer experience and how to continuously measure and refine them.

Frictionless but not human-less: keeping humanity at the core of your CX

Speakers:
-Jay Gupta, Product Marketing Director, Talkdesk
-Paul Lasserre, Global Segment Lead, Applied AI Solutions, AWS
-Margi Deinlein, Customer Insights Manager, Talkdesk

CX professionals understand the importance of AI, yet organizations still struggle to deploy and adopt this technology in truly meaningful ways. For example, 89% of CX professionals believe in the importance of leveraging AI in the contact center, yet only 14% of organizations consider themselves “transformational” in employing AI to do the heavy lifting for the business.

What is holding organizations back on the path to AI maturity? And how can these limitations be overcome in an increasingly automated world?

Join our AI experts to learn more about:
-The evolving perceptions of AI and its maturity in CX.
-What are the top predictions for the future of AI in the contact center.
-How are global organizations achieving superior CX with AI.

The future of AI in the contact center

Speakers:
-Jay Gupta, Product Marketing Director, Talkdesk
-Dan Heynen, Enterprise Customer Success Manager, Talkdesk
-Dan Neufer, Training Manager, City Experiences anchored by Hornblower
-Benia Gurrola, Contact Center Senior Director, City Experiences anchored by Hornblower

The AI technology needed for next-generation digital-first contact centers is already available. With a simplified AI interface, contact centers can automate 80% of interactions. It’s just a matter of knowing what AI tools to integrate, adapt them and empower agents to actively use them.

Join this session to learn how Talkdesk is helping City Experiences anchored by Hornblower simplify the way agents interface with AI to improve customer satisfaction.

Empowering customer service agents with a simplified AI interface

Speakers:
-Sheila McGee Smith, President & Principal Analyst, McGee-Smith Analytics, LLC
-Ben Rigby, Global Head of AI, Talkdesk

Technology is available today to automate 80% of contact center interactions.

But to achieve this, it’s imperative to lower the barrier to AI adoption in contact centers. More specifically, updating and maintaining AI models that drive accurate automation will need more accessible technology for contact centers to achieve scalable automation. In this session, Ben Rigby and Sheila McGee Smith discuss how ‘Human-in-the-loop’ technology democratizes AI model training.

Ben and Sheila will discuss:
-How contact centers can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction.
-Re-skilling agents to become AI expert trainers, leveraging their product and customer knowledge – so that agents are empowered to join the era of AI.

How 'human-in-the-loop' technology democratizes AI model training

Artificial Intelligence

Automation

Cloud

Cloud Adoption

Contact Center

Customer Experience

Future Cloud

Process Automation

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The future of AI in the contact center

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