Welcome

Intelligent engagement: Unleashing the power of AI and analytics to enhance customer interactions  

Sponsored by NICE
Tuesday 7th May 2024, 12.30
Zoom

In the age of heightened customer expectations and fierce competition, organisations of all sizes are under increasing pressure to deliver exceptional, personalised experiences at every interaction.

As businesses seek an edge for customer interactions, artificial intelligence (AI) and analytics have emerged as vital tools for optimising workforce management, enhancing agent performance, and driving operational efficiencies within contact centres.

This National Technology News digital roundtable sponsored by NICE will explore how AI, machine learning, and advanced analytics are revolutionising customer interactions, empowering businesses to drive intelligent, tailored, and efficient engagements.

Senior industry peers will discuss how speech analytics, natural language processing, and conversational AI can elevate agent-customer dialogues, providing real-time insights and enabling context-aware, seamless experiences across channels. They will also uncover strategies for leveraging predictive behavioural analytics to anticipate customer needs, tailor interactions, and proactively resolve issues before they arise.

By attending this National Technology News roundtable, delegates will gain valuable insights into integrating customer data from multiple touchpoints to build comprehensive customer profiles while also considering best practices for responsibly utilising data to shape the future of intelligent, data-driven customer experiences.

Topics for discussion:

• Where are you on your journey of leveraging behavioural analytics and AI for customer experience management, and what have been the most significant challenges or roadblocks you have encountered so far?
• How do you determine which processes or interactions are prime candidates for automation using AI and conversational technologies, and what criteria do you consider when making those decisions?
• Looking beyond the hype, what specific AI capabilities or use cases excite you the most in terms of their potential to transform customer experiences in contact centres?
• There is often a perception that AI solutions are over-hyped and under-tested in real-world scenarios. How do you ensure rigorous testing and validation of AI-powered solutions before deploying them in customer-facing environments?
• How do you integrate and make sense of customer data from multiple sources (voice, text, social media, etc.) to build a comprehensive understanding of customer behaviour and preferences?
• What have been the most significant operational benefits and efficiency gains achieved through the implementation of AI and analytics in contact centre operations?

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

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