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
Webinar: How Calendly drives better customer interactions, quality & insight
Customer Experience leaders are caught between two tough choices. On the one hand, they must have a plan to adopt and incorporate AI into their operations to gain insight and efficiency. On the other hand, it’s more difficult than ever to separate AI hype from reality, so there’s a risk of a wrong and costly decision.
Stop Sending Surveys! Discover True Customer Sentiment with Customer Conversations
For years, companies have relied on surveys to gauge how customers feel about their experiences, with platforms like Qualtrics and Medallia leading the charge. But let’s face it—surveys are flawed. Response rates are low, feedback is delayed, and they often capture only a sliver of the customer base.
Loris Named a Cool Vendor in the 2024 Gartner® Cool Vendors™ in Customer Service and Support Technology
NEW YORK, NY — October 15, 2024 — Loris, the AI company turning customer service conversations into usable customer and agent performance insights, today announced that it has been named a Cool Vendor in the 2024 Gartner® Cool Vendors™ in Customer Service and Support Technology Report.
