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The AI-Infused Contact Center: Evaluating Your Options

Dan Miller (Lead Analyst/Founder, Opus Research)

Michael Hoch (Head of Alliance Partnerships, Google)

Jim Freeze (Chief Marketing Officer, Interactions)

Date: Monday, March 30

Time: 8:00am - 8:45am

Pass Type: Entire Event - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic(s): Artificial Intelligence & Analytics

Vault Recording: TBD

The C-Suite demanded and contact centers have responded by accelerating plans to deploy “Artificial Intelligence” to identify callers, recognize their intent, match them with the right agent or resource, and do so through bots or automated virtual agents. Meanwhile, technology providers have responded with a confusing set of solutions.

In this session, a leading analyst in AI for the contact center will lead a panel of technology providers in exploring different approaches for deploying Natural Language Processing, Machine Learning, Deep Neural Networking, Dialog Management, Speech Analytics and Cognitive Computing. They’ll examine these technologies’ ability to improve customer experience as well as agent productivity. You’ll come away with answers about how AI-driven technologies can improve core contact center functionality, as well as breaking new ground in areas such as rapid recognition of intent (enhanced with emotion detection), image recognition, translation and other nice-to-have features.


* Learn where to start: What composes a high-impact use case or proof of concept for Intelligent Assistance.
* Determine whether a DIY approach makes sense: What tools are available for development, testing, monitoring, and improving an AI-infused offering.
* Identify required skills for team members: For both the internal staff and professional services offered by solution providers.
* Define key metrics and success factors: Do you treat bots as automated agents? Or do you define and measure ways for bots to improve existing employees’ performance?
* Find out how to leverage “sunk” investment in IVRs, CRM, Knowledge Management and Analytics to support automated virtual assistants.