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
Playbook: Forecasting Your AI-Agent-to-Human Agent Ratio in Customer Service
As customer experience leaders move beyond AI pilot programs into scaled AI agent deployments, they’re asking: What share of conversations should be handled by AI, and which should stay with human agents?
Measuring AI Agent Performance: What Metrics Actually Matter
Imagine this: A leading ecommerce brand launches AI agents in its call center, expecting round-the-clock efficiency and instant answers. A few weeks later, the operations team sits down to review performance—but they’re still using the same old QA scorecards built for human reps. The outcome?
DS Without The BS: Session 1: AI Foundations for CX Professionals
Join the first session in this Loris-exclusive series with Lead Machine Learning Scientist Seth Levine, where he breaks down the core AI techniques used in customer service applications today
