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AI in the Contact Center

Josh Streets  (Founder and CEO, Scoreboard Group Consulting)

Location: Sun B

Date: Monday, March 25

Time: 12:00 pm - 4:00 pm

Pass Type: Half-Day Training - Get your pass now!

Session Type: Training

Vault Recording: TBD

Transform your organization's customer experience at all levels by improving your team's knowledge surrounding artificial intelligence (AI) and automation!

In recent years, leading companies have created or accelerated their strategies to gain efficiency and effectiveness in their contact centers or internal help desks using AI and automation. In this half-day tutorial, you will learn about the core concepts of AI and automation, how to align it with your business strategy and service level commitments, how to design the right architecture, and how to deliver measurable results that transform your organization.

You will leave this tutorial with a refreshed sense of what the contact center of tomorrow will look like, including best practices, real use-case examples, and framework for moving your strategies forward.
Tutorial 1: AI In Modern Contact Centers
  • Crafting an AI Vision & Strategy
  • 5 Steps to AI Implementation Success
Tutorial 2: Designing Your Ecosystem
  • Data Science & Principles
  • Assessing Costs vs Benefits & Building a Roadmap
  • Tutorial 3: Developing a Minimum Viable Product to Scale
  • Recent Examples of Successful MVPs
  • Change Management & New KPIs to Consider
Tutorial 4: Optimizing & Refining AI Models & Practices
  • Rallying Your Organization Around AI
  • Evaluating Impacts, Success & AI Ethics

What You Will Learn
  • Assessing your current AI maturity
  • Implementing a 5-stage AI strategy framework
  • Leveraging the right use cases, technologies & critical thinking skills to improve performance
  • Understanding the importance of governance, change management & hiring for an AI future
  • Best practices to avoid the common pitfalls of an AI transformation in the enterprise & contact center