As businesses become more digital, they also become more global and increasingly serve a worldwide customer base and multilingual markets. According to Talkdesk research, 84% of organisations believe customers expect self-service options 24/7.

AI techniques like real-time transcription, intent detection and sentiment detection can understand customer needs, provide contextual and personalised answers, and know when to hand-off complex cases to a human agent. With AI-powered self-service options, contact centres can provide customers with a barrier-free access to services, information and resources.

In this workshop, we will discuss:

•             How AI-powered self-service can open up the opportunity to communicate with customers in different ways.

•             How AI can be used to manage global business hours to serve different customer markets fairly.

•             How AI can replicate the in-store/branch experience to customers who normally prefer in-person communication.