Welcome

The Automation Challenge: How are Companies Using Data and AI-Driven Technologies to Improve Human-to Human Interactions in an Increasingly Digital World?

Sponsored by OpenText
Tuesday 11 May 2021, 12:30
Zoom

As customers switch to digital channels, businesses from healthcare to retail and financial services are rushing to deliver personalised digital journeys. But in a world of self-service and remote working, many companies are losing the value of human interaction, with customers resorting to phone contact only when they need to speak to a person for more complex issues - usually when something has gone wrong or the chatbot says ‘no.’

As a result, the quality of voice interactions can be make-or-break in earning customer loyalty and engagement. In addition, fears over the impact of automation on jobs and data locked in the silos of legacy IT systems mean that valuable time and resources are being wasted on repetitive manual tasks which could be freed up to help customers.

To overcome these challenges, many companies are looking to data-driven technologies such as AI and machine learning to augment the human touch. These support customer service staff in real-time, using historical data as well as voice and sentiment analytics to ensure that callers feel valued and properly understood.

This digital roundtable will explore the key challenges and pain points for companies as they seek to unlock the value of their data to improve customer experience and support employees in adopting automated technologies that complement the human touch.

Topics for discussion

• What impact has the shift to digital channels had on customer engagement and communication in the last 12 months?
  
  

• How has the rise in remote working affected customer services staff, and what role will technology play as companies shift towards a ‘work from anywhere’ model in the long term?
  
  
• What are businesses’ key priorities for customer engagement and retention in 2021 and how do data and automated technologies fit in?
  
  
• How far have companies progressed in the digitisation of outbound communications such as bills, marketing and automated documentation?
  
  
• How can automated technologies such as AI and machine learning support customer service agents in reducing manual processes and delivering improved customer experience?
  
  
• How are employee attitudes to automation and AI changing? And what strategies are companies using to upskill and train staff in using these technologies?
  
  
• How are companies using text and voice analytics to improve customer experience of voice interactions?
  
  
• Looking to the future, what role is there for human-to-human interaction and voice channel within the omnichannel business model?

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

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