Smarter CX: Leveraging the Practical Opportunities of GenAI

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Presented by

Derek Top, Opus Research; Amy Stapleton, Senior Analyst, Opus Research; Steve Nattress, VP, Enghouse Interactive

About this talk

The pressure to deliver exceptional customer service has never been greater. Traditional customer care automation technologies, while foundational, often are rigid and inflexible. Many fall short in handling complex customer interactions. Enter Generative AI (GenAI), a transformative technology poised to redefine the norms of customer service. GenAI is a fast-changing technology. Customer care organizations can maximize its potential by understanding and identifying ways to employ AI-infused resources. Join Opus Research and Enghouse to learn how AI benefits contact centers, including a how-to, self-assessment framework to help you effectively prepare for specific, practical implementations. Topics include: * Defining the core benefits of GenAI to better service customers * Considerations for success: new workflows and flexible architectures * Identifying first-order concerns, managing expectations, and developing a holistic approach * Real-world case studies and practical implementation examples
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