---

Contact centers have invested a lot in their IVRs. While cloud contact centers as a service (CCaaS) are trending with leading contact centers, most businesses are struggling to decide what to do with their legacy infrastructure and asking what the ROI is of yet another tech overhaul.

The best contact centers have found a way around rip-and-replace: using conversational AI to automate calls and chats in the cloud through a simple SIP transfer. New cloud-based natural language understanding (NLU) technology allows businesses to purposefully automate calls, deflect calls to digital, or escalate calls to live agents based on conditions and context. Urgent, complex requests - like canceling an account - can be rapidly identified through an automated exchange and escalated to a live agent, whereas simple, routine requests like change of address can be automated, and other requests can be deflected to digital chat. In this presentation by Kore.ai, you will learn:

- The top 5 challenges facing contact centers and the 5 AI-driven capabilities that solve them

- What it takes to successfully automate a customer request from end to end

- How conversational AI works within a contact center

- Why businesses are choosing a hybrid cloud / on-prem approach

- How usage-based pricing will change the ROI of the entire support industry

---

---

Companies can invest heavily in providing better tools for communicating in an omnichannel world, but if the agent on the other side of the phone/texting/emails/chatbot does not have the necessary skills to handle the conversation, the investment is wasted. In this session, Computacenter highlights how Emmersion's AI-powered automated language assessments have allowed its contact center to quickly and accurately assess language proficiency to ensure recruiting teams spend time with only those qualified to provide incredible customer experience.

---

---

---

---