Improving Agent Performance with Conversational AI and Automation

Automation

05-05-2022

Improving Agent Performance with Conversational AI and Automation

Automation

05-05-2022


Traditionally contact centers have focused primarily on driving self-service automation rates to transform customer experience. However, the agent experience has been largely left untouched and this has given rise to increasing inefficiencies as well as high agent attrition. With companies facing the Great Resignation, the time is now to transform the agent experience and performance in the contact center.

WATCH NOW as we explore why it's important to:

- Optimize the entire conversation using Conversational AI, Natural Language Processing (NLP), and RPA

- Understand the customer's 'real voice' and offer quick & efficient self-service options

- Transform agent performance by automating mandatory tasks

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CXOstories

Hamish Taylor

Moderator:

Hamish Taylor

Former CEO of Eurostar & Sainbury's Bank / Former Head of Brands, British Airways

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Fireside with


David Linthicum

David Linthicum

Chief Cloud Strategy Officer, Deloitte Consulting, Father of Cloud Complexity Management

Insights by


Clara Durodié

Clara Durodié

Technology Strategist, AI Investor, Author, Top 100 Women in Fintech Global Ranking

Cognitive Finance Group Ltd

Daniel Hulme

Daniel Hulme

Chief Executive Officer

Satalia

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