The Digital Workforce Challenge: How are Organisations using AI and Intelligent Automation to Scale Up Customer Services Operations and Prepare for Post-Pandemic Growth?

Sponsored by NICE
Tuesday 22 June 2021, 12:30
Zoom

In the post-pandemic era, customer expectations have never been higher, with the shift to digital channels and self-service meaning calls to customer services are usually the last resort for the frustrated or confused.

As a result, call centre staff need to be able to deliver solutions to complex queries fast, using real-time data to provide fully a personalised customer experience while remaining compliant.

At the same time, fluctuating call volumes and work from anywhere are also posing challenges, with many organisations lacking the digital infrastructure needed to scale up and down according to changing patterns of demand. As a result, failure to deliver the right customer service at the right time has become a major roadblock to growth.

To tackle these challenges, many businesses are turning to intelligent automation and AI-assisted technologies to augment their human workforce.

And whilst robotic process automation is nothing new, in the past year there has been a significant evolution of new capabilities. These augment the human workforce whilst providing an increasingly sophisticated virtual workforce, bringing together the best of robotic and human intelligence and transforming processes in a way that has much more impact than traditional robotic automation.

This digital roundtable will bring together industry peers to discuss the key challenges and possible solutions for businesses as they explore intelligent automation to augment customer interactions, scale successfully and retain customer loyalty on their journey to post-pandemic growth.

Topics for discussion:

• How has adoption of automation technologies to support customer services staff evolved as a result of remote working?
  
  
• How are businesses using AI to support customer services staff as they transition towards the hybrid or digital workplace of the future?
  
  
• How are businesses using intelligent automation technologies, AI and machine learning to provide more personalised customer interactions?
  
  
• How can automated technologies help to overcome compliance challenges?
  
  
• What are the best strategies to overcoming employee distrust of automation and robotics and implementing a culture of augmented working?
  
  
• How are companies using real-time automation and speech and sentiment analytics to optimise employee performance and customer experience?
  
  
• What role can virtual assistants and real-time automation play in staff training, skills and engagement?
  
  
• Are organisations prepared for a digital workplace which involves increased self-service, or will there always be a role for human interaction?

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

Brought to you by NTN