More than ever, customer experience (CX) is shaping the competitive landscape and providing a significant advantage for organizations that make it the cornerstone of their business strategies. Most organizations, however, struggle to consistently deliver great experiences especially as they aim to migrate towards AI-powered virtual and agent assistance tools. In this session, we’ll explore the fundamentals for deploying AI-tools throughout the customer service interaction from initiation to closure. We’ll also cover key workflow transition points where AI can make a big difference in streamlining these interactions and improving important contact center KPIs.

Topic of discussion include:

• How AI-tools can improve key contact center KPIs
• Why IVR menus are becoming a thing of the past
• Pitfalls and solutions for omnichannel customer agent interactions
• Post-call workflow automation processes that add immediate value