Charting the Path Forward: “Conversational AI and the Evolving Landscape of Contact Centers”
Presented by
Successfully Held on 24th January 2024
Here’s what we discussed:
In the ever-evolving customer service landscape, Gartner’s forward-looking prediction signals a pivotal role for contact centres. By 2025, they foresee a paradigm shift where 40% of customer service organizations will transition into profit centers, emerging as leaders in digital customer engagement. This transformative trajectory is driven by a concerted effort to reimagine the customer experience, focusing not only on reducing average handle time and cutting costs but also on a vital yet often overlooked factor – the contact center agents themselves.
While artificial intelligence (AI) has made impressive advancements, especially in conversational capabilities, it’s essential to acknowledge that AI is not on the verge of replacing human agents, including those in contact centres, in the foreseeable future. The imminent transformation involves equipping human agents with super-human assistance from intelligent and continuously learning machines. This collaborative approach is envisioned as the future, wherein the harmonious integration of human expertise and AI capabilities acts as a driving force, taking customer service to new heights.
AGENDA
10:00 AM – 10:10 AM
Session & Participant Introduction
10:10 AM – 10:20 AM
Keynote by Krishnan Parameswaran
10:20 AM – 10:55 AM
Discussion with
Deepak Mongia – The Transformational Impact of Conversational AI on Contact Centers
10:55 AM – 11:00 AM
Closing
Solution Experts
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