Automated vs Assisted AI in CX: How to Scale the Human Touch

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Are you ready to evolve from AI automated to AI assisted? For the emerging era of agent-led, bot-enhanced, omnichannel customer experiences?

Listen in on our virtual panel discussion, where CX experts discussed emerging industry trends.

AI can reduce customer service costs by up to 30%


Meet Our Panelists

Industry leaders obsessed with leading customer experiences, with a focus on digital channels and emerging technology.

Colin brings more than a decade of retention and support experience to the table, including five years at food-tech company Freshly and six at e-commerce giant TicketNetwork. 

Colin Crowley

CX Advisor, Freshworks

Natalie touts an extensive background of experience with tenure at Levi Strauss & Co, CREDO, Fidelity, and Rocket Mortgage. She also serves as an Advisory Board Member for CCW. 

Natalie Beckerman

SVP Global Call Center Operations, Leaf Home

With a background in CX and Call Center Operations, Greg is a proven leader with years of experience in training, operations, customer service, sales support, and client relations.

Greg Rubin

Head of Customer Experience, American Exchange Group

Etie has over 20 years of hands-on experience building, advising & scaling technology-led organizations.  He was the founder & CEO of Payment Revolution, acquired by ShopKeep where he was the CRO.  His next goal is to revolutionize messaging in the customer experience space at Loris.

Etie Hertz

CEO, Loris

“For me, AI represents the solution to the old dichotomy between efficiency and quality.” - Colin Crowley of Freshworks

87% of customers will spend more with companies that personalize customer support, and 91% of customers spend more with companies that offer preferred channels to reach support.* How, then, do CX leaders build digital-first workflows that enable customers to get support, while empowering agents to effectively focus on the issues and customers that are most crucial to the bottom line?

Enter: AI-assist. Allowing agents to work with AI powered agent assist software can not only decrease resolution time, but can also reduce customer service costs by 30%.

Tune in to learn:
  • How to scale the human touch in CX
  • Ways to improve agent efficiency (without sacrificing quality)
  • Best practices for augmenting human support with data