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
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The End of Traditional QA: Why AI for QA is No Longer Optional
In 2025, Quality Assurance (QA) stands at a critical inflection point. Some may argue, we may have already passed it. While many organizations cling to traditional QA methodologies, the writing is on the wall: conventional quality assurance programs are rapidly becoming obsolete.
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Loris Featured as Leader on CMP Research Prism for Customer Analytics in Customer Contact and CX Technology
NEW YORK, NY, USA – January 30, 2025 – Loris AI proudly announces its placement on CMP Research Prism, an elite technology assessment framework developed by CMP Research, a division of Customer Management Practice (CMP) for customer analytics.
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Latest Loris Release Provides Complete Quality Assurance – Giving CX Leaders the Path to AI-Powered QA Future
NEW YORK, NY, January 27, 2025 – Today, Loris announced the launch of a new, more comprehensive Quality Assurance suite. This update builds upon the existing Loris QA product, but now includes a more flexible AutoQA policy builder as well as AI-powered performance monitoring for human and virtual agents alike.