Speaker "Shahidul Mannan" Details Back
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Name
Shahidul Mannan
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Company
Partners Healthcare
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Designation
Head Of Data Engineering And Innovation, DAO
Topic
In search of an Intelligent Contact Center: Artificial Intelligence transforming contact center
Abstract
Competition for superior customer experience and constant cost pressure is transforming Contact Center technologies with infusion of Artificial Intelligence. Starting with predictive and optimized routing the intelligence is moving towards prescriptive scripting engine, sentiment analysis, more emotional engagement with customers. Bots are joining the force to change the paradigm with customized, cognitive conversation at speed and a very low cost. Although, AI is driving improved customer satisfaction, increased sales, reduced call deflection, better and targeted marketing among many, the journey has its technology and human challenges. This session will offer a perspective into the journey towards an AI driven contact center – trends, drivers, challenges and path to successful transformation.