Sponsored Session: JUMP START YOUR CONTACT CENTER AGENT EXPERIENCE WITH AI GUIDANCE - How to shave time off every interaction by augmenting your contact center agents with AI guidance


Mike Asebrook (Director, Product Marketing - Customer Service, Pegasystems)

Location: Sun C

Date: Monday, March 12

Time: 1:00pm - 1:45pm

Pass type: Entire Event, Tue-Thu Conference, Expo Plus - Get your pass now!

Track: Open to All

Vault Recording: Audio-Only


In a time-sensitive environment like a Contact Center, any opportunity to shave seconds – sometimes minutes off an interaction can pay huge dividends for metrics like average handle time and first contact resolution rates.

And while your customers will appreciate shorter interactions, what about the agent experience? Considering all the channels that blended agents need to pivot from – how will this enable them to be more productive by focusing more on the difficult tasks that need their attention instead of the mundane tasks that still require so much copying and pasting of data? And how will agents be guided to customer queries with the next best available action?

The answer is AI. An AI-brain with natural language processing (NLP) needs to be front and center and “always on” to learn the nuances of every interaction over time so that it can assist live agents with AI-powered responses to speed up every interaction.

In this session, we’ll discuss strategies of how AI-powered guidance can help Contact Centers not only shave time off every interaction, but provide a go-to AI brain for increased productivity and enablement.