Welcome

Afraid to Automate: Can customer service staff adapt to the AI-assisted workplace of the future?

Sponsored by NICE
Thursday 8 October 2020, 12:30
Zoom

The Coronavirus has caused customer service teams to work remotely, while driving up demand for their time and limiting their access to key insights to help them improve customer service.

Automating tasks to augment employee performance can help, but many remain unsure about the role AI could play in supporting them, fearing that the robots could render their ‘human touch’ skills redundant and result in poorer customer outcomes.

Some are tackling this by exploring technologies like speech and text analysis, data analytics and sentiment reporting, which work alongside employees to help them to understand what customers are really asking for in real time. This requires better data access and the latest technologies to enable delivery of a consistent experience across disparate teams.

This digital roundtable will gather senior industry peers to discuss the biggest pain points, possible solutions and best practice as companies explore the AI-assisted workplace of the future.

Topics for discussion

• What impact has remote working had during COVID-19 and what is the main challenge for maintaining good customer service?
  
  
• Has COVID-19 highlighted any gaps in insight across your customer-focussed teams?
  
  
• What are the key concerns employees have with regards to automation and AI and how can companies change attitudes to prepare for the workplace of the future?
  
  
• How is AI/machine learning improving customer experience and helping to augment employees’ performance by drawing insights from data and customer interactions?
  
  
• How have customer experience (CX) strategies changed and where are they now in your list of priorities?
  
  
• How does real-time sentiment analysis work and how can it help customer facing-staff?
  
  
• How can cloud-based solutions help companies to problem-solve for customers in an agile and responsive way? 

Timings:

12:30 – 12:40   Editor’s Welcome 
12:40 – 14:00   Topic Discussion 

Brought to you by NTN