Ben Rigby

SVP, Global Head of Product & Engineering, Artificial Intelligence and Workforce Talkdesk

Ben Rigby is SVP, Global Head of Product & Engineering, Artificial Intelligence, Automation, and Workforce at Talkdesk. He oversees strategy and execution of products that use machine learning techniques to increase operational efficiency in the contact center. This product suite spans automation (Virtual Agent, Agent Assist, AI Trainer), CX analytics (Interaction Analytics, Customer Feedback Management), knowledge management (Guide), workforce engagement (Workforce Management, Performance Management, Quality Management), and security (Guardian). Prior to Talkdesk, Rigby was the Head of AI at Directly where he led the development and deployment of customer service automation for clients like Samsung, Microsoft, Airbnb and LinkedIn. Rigby graduated Phi Beta Kappa from Stanford University with Honors and Distinction.

Day One - 25th May [CEST]

Tuesday, May 25th, 2021

2:20 PM Presentation: How Customer Service Agents will be the Secret Sauce of AI

Technology is available today to automate 80% of contact center interactions. But to achieve this, it's imperative to lower the barrier to AI adoption in contact centers. More specifically, updating and maintaining AI models that drive accurate automation will need more accessible technology for contact centers to achieve scalable automation.

In this session, Ben Rigby will discuss how 'Human-in-the-loop' technology democratizes AI model training.

Topics discussed include:

  • How contact centers can successfully resolve more cases through automation, which, in turn, improves accuracy, decreases the cost per case and increases customer satisfaction
  • Re-skilling agents to become AI expert trainers, leveraging their product and customer knowledge - so that agents are empowered to join the era of AI

Check out the incredible speaker line-up to see who will be joining Ben.

Download The Latest Agenda