EC Theater 100 Session: How AI-Enabled Customer Engagement Is Changing the Service Paradigm
Mila DAntonio (Principal Analyst, Ovum)
Location: EC Theater 100
Date: Tuesday, March 19
Time: 3:40pm - 4:00pm
Pass Type: Entire Event, Expo Plus, Exhibitor Booth Staff, Media, Speaker, Tue-Thu Conference - Get your pass now!
Track: Open to All, AI & Speech Technologies
Session Type: Free Education
Vault Recording: TBD
Today’s customers expect to receive proactive service, personalized interactions, and connected experiences across channels from the brands with which they interact. To meet these needs and stay competitive for the long-term, brands must look beyond traditional engagement solutions. Whether it’s through conversational bots, expert-trained AI, or AI for agent assist, the end goal looks the same: to create support solutions that can infer intent, avoid customers asking repetitive questions, help customers find information quickly, respond to queries, and quickly troubleshoot problems.