In the last 12 months, questions around AI adoption in the contact center have changed from if to when to “why haven’t we done this yet?!” But part of the obstacle to incorporating AI into your strategy is the total lack of transparency. When every tech company is claiming to solve all problems, it’s difficult to separate hype from actual value.
This panel brings together two experts who have successfully led AI adoption use cases in the contact center. Paula Kennedy, a thought leader in customer experience innovation who has held key strategic roles at IntouchCX, Concentrix, Sitel Group, TeleTech, and HCL BPO; and Etie Hertz, CEO of Loris, an AI startup using conversational intelligence to improve everything from customer insight to agent performance to quality assurance.
After this discussion, you’ll walk away with:
- The ability to prioritize AI adoption projects with a plan for success
- Clarity on necessary steps and missteps to avoid
- Ways to measure the value of AI adoption while also mitigating risks
The State of AI in Customer Service: Real Progress, Real Gaps, and the Road Ahead
AI in Customer Service seems to be all anyone can talk about. But when it comes to talking about what’s not working, most organizations have been suspiciously quiet. The reason behind that silence was revealed a few weeks ago when a report from MIT unearthed a stark truth: despite billions in investment, 95% of enterprise AI pilots are failing to
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