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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services.

Top Uses of AI to Deliver Stellar Customer Experience


Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Date: Tuesday, September 28

Time: 2:00pm - 2:45pm

Track : Contact Center & Customer Experience

Session Type: Virtual Conference Session

Vault Recording: TBD

“Artificial intelligence” has become a catch-all term used to describe dozens of CX applications. These applications range from chatbots to language translation to sentiment analysis to intelligent routing. But which ones are delivering the most business success?

In this session, a leading customer experience analyst will explore what types of AI companies are using to improve their customer experience and which are delivering the best ROI. For example, Metrigy research shows organizations using AI-based intelligent routing are seeing a 16% decrease in operational costs and a 42% improvement in customer ratings. How are organizations finding this level of success, and what are the necessary steps toward achieving it?


  • Discover which AI applications are driving the most success, and why
  • Learn how much you should budget for your AI technology strategy
  • Understand how AI helps agents become more productive and deliver better advice to customers
  • Get advice on how to build the business case for AI in your organization, and identify key stakeholders
  • Explore what customers want (and do not want) when it comes to AI