How William Hill Uses AI to Drive Positive Customer Outcomes

Delivering consistent, compliant, and personalised customer engagement across all available customer communication channels is vital to providing a five-star customer experience (CX). However, many brands operate their communication channels in silos, preventing them from gaining a holistic view of the myriad ways customers engage with their organisations. Solutions such as conversation analytics make it possible to gain a deeper understanding of customer conversations at scale and use those insights to inform action and drive growth.

Join Sheryl Ann Del Rosario, Senior Insight Analyst, and Juvie Trinidad, Senior Team Manager, both from William Hill, one of the top betting and gaming operators in the UK, as well as Alex Robson from CallMiner and Anna Grigorian from Alvaria, as they share how they use AI-driven customer insights to understand contact drivers and customer sentiment, improve first contact resolution, and identify high-risk interactions.

In this session, they will demonstrate how analysing conversations at scale has enabled their business – which is devoted to safer gambling – to ensure player safety, while providing a positive and satisfying CX.

Key challenges and takeaways being addressed:

• How to protect vulnerable consumers or identify high-risk customer interactions at scale to ensure appropriate outcomes.
• How AI-driven guidance helps to overcome manual quality assurance of contact centre agent performance.
• How AI-driven contact driver insights can dramatically improve first contact resolution, and in turn operational efficiency and CX.
• Ways to ensure compliance while simultaneously providing optimal CX.
  

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Speakers

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