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)

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

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.

KEY QUESTIONS:

* 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?