Blake McGregor

Product Management Program Director IBM Watson

Day Two - 26th May [CEST]

Wednesday, May 26th, 2021

1:05 PM To Deflect or to Connect? Balancing AI Self-Service With Customer Centricity

Customer service is a constantly evolving function, but as the discipline has evolved, so have customers. Today’s more informed and technology savvy customers default to self-service, but still require a human touch for complex and sensitive issues. How do you balance automating the high volumes on inquiries we’ve all seen over the last year with the need to serve customers one-on-one? The answer is AI.

Join this keynote to learn:


  • How to use AI to connect customers to the right answers or agents at massive scale
  • Why a cross-channel approach to conversational AI is an investment in the future of your business
  • What role your existing customer service applications and agents play in this new approach

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

Download The Latest Agenda