Contact Centers 2022: Automation vs. AI-Assisted Humans: Where to Draw the Line
Sheila McGee-Smith (President and Principal Analyst, McGee-Smith Analytics)
Nicolas De Kouchkovsky (Principal, CaCube Consulting)
Patrick Nguyen (Chief Technical Officer, 7.ai)
Abinash Tripathy (Co-founder and Chief Strategy Officer, Helpshift)
Adi Toppol (Vice President of Professional Services, Jacada)
Lonnie Johnston (RPA Customer Success, NICE)
Location: Sun A
Date: Monday, March 18
Time: 9:00am - 9:45am
Pass Type: Entire Event - Get your pass now!
Track: Communications & Collaboration 2022
Technical Level: Medium
Hot Topics: Artificial Intelligence & Analytics
Session Type: Conference
Vault Recording: TBD
Audience Level: Medium
Three decades of technology investments haven’t changed the fundamental nature of customer service. It has remained labor intensive and highly dependent on people. But now the latest developments in Artificial Intelligence (AI), chatbots, and robotic automation look promising to organizations under the pressure of reducing costs. They are also appealing as a way to improve the Customer Experience (CX) and handle increasing volumes of customer inquiries on digital channels.
This panel will explore how AI and automation will change human-assisted service in the next three years—whether that impact will be more to replace agent workload and reduce the number of agents needed; or merely supplement agent activity to provide better customer experience, while incrementally improving agent metrics.
* What new customer self-service scenarios will become possible in the next 3 years?
* How will the new technologies impact the Customer Experience?
* How can AI and automation drive the adoption and usage of digital channels such as Facebook Messenger or Apple Business Chat?
* How is the role of customer service representatives likely to change as AI/automation grow in adoption?