Discover how generative and agentic AI are transforming the contact center, from enhancing efficiency to delivering intuitive, predictive support.
State of Generative & Agentic AI
February 18 | 12PM ET
Carmit DiAndrea oversees AI Data Management at NICE, furthering NICE's dominance in Digital Customer Experience by leveraging NICE's vast array of interaction data assets to develop new Conversational AI and Generative AI-powered digital solutions. With over 20 years of experience, she is an expert in contact centers, analytics, and AI and excels at translating customer feedback, operational, and contact center data into business strategies that transform organizations. Her previous experience includes leadership roles at Blue Shield of California, Verint Systems, Spectrum/Time Warner Cable, Concentra, and TPG TeleManagement. Carmit is also an educator, teaching statistics, research methods, and algebra as an adjunct instructor at Kaplan and National American Universities.
Day 1: Tuesday, February 18th
12:30 PM Redefining Customer Service with Generative and Agentic AI
Generative and agentic AI are changing the game for customer service initiatives—delivering efficiency, empathy/personalization, and predictive insights for better CX.
From intelligent proactive engagement to optimized end-to-end workflows, this fireside chat explores AI's impact on the transformation of the contact center.
Join Jennifer and Carmit as they discuss how generative and agentic AI are unlocking new possibilities in customer engagement and service delivery including insights into:
· Producing quicker more personalized resolutions
· Increasing proactivity and predictability
· Instituting greater collaboration between humans and AI
· Enabling automation across customer service and employee augmentation
