Enterprise Connect Schedule

This session is a how-to on what to ask vendors who are proposing advanced AI-powered customer engagement or customer experience solutions. It will provide an exciting look at what's possible, supported by deep-rooted research. The information will equip buyers with specific insights and questions they must ask in order to source the best AI-powered innovation for their staff and customer experience goals. This session will be useful for participants looking at CCaaS, CRM Customer Engagement and WEM investments in particular.

Key takeaways:

The presentation should help buyers:

• Talk more confidently to vendors about the intricacies of AI: The “black box” problem, the ethical architecture of trust, addressing new security risks, compliance, and regulations, and how to mitigate hallucination and bias risks.

• Ensure AI implementation success: Avoiding proof of concept purgatory, better identification of the right AI use-cases that deliver sustained value and avoiding common pitfalls.

• Optimize the Human-AI collaboration balance: Improving outcomes by prioritizing AI functionality over AI “personality” (i.e., making the AI seem more human). Beyond AI use case thinking, allocation of the right tasks to the right type of agent, human or AI.

• Overcome adoption challenges: A look at the operational change management needed to ensure AI is used properly and employees don’t slip back into old habits.

• Realize the Return On Investment (ROI) blueprint: Understanding the hurdles to address to maximize meaningful ROI from AI. Actionable solutions to improve the bottom line.