Conversational AI is driving the next great wave of disruption in contact centres. This game-changing technology promises instant, automated resolutions to many inquiries, significantly lowering the cost of customer service. However, empathetic and high touch experiences remain crucial to keeping customers loyal and engaged.

This talk will present best practices for the adoption of Conversational AI to ensure that efficiency does not come at the expense of customer experience.

3 key delegate takeaways:

• How to introduce automation iteratively, in conjunction with a continuous improvement practice.
• How to augment the human touch through the use of AI.
• Best practices for self-service to improve customer experience and net promoter score.