• Explore the key steps to creating an AI-first contact centre that empowers both agents and customers. Learn how to integrate AI tools into your existing systems to enhance every interaction, from self-service to agent-assisted support.
• Delve into how AI-powered tools support agents by offering real-time data, insights into customer preferences, and emotional intelligence, allowing agents to deliver more personalised and impactful service.
• Understand the measurable benefits of AI in customer service, from reducing operational silos to streamlining workflows, and learn how to track the ROI of AI.

Leveraging superior, personalised CX to serve millions of customers while keeping pace with competitors who are rapidly evolving and differentiating through high-quality service is easier said than done. In this session, you will: 

• Understand how to humanise AI in customer service, reduce cost-to-serve, and cut down wait times.
• Discuss the current and future role of AI, as well as common challenges in its implementation.
• Explore how to improve sub-standard service by providing proactive and personalised service seamlessly across channels.