Welcome

From cost savings to CX: Unlocking the strategic power of AI-assisted agents

Sponsored by NICE
Tuesday 23 April 2024, 18:00
Searcys at The Gherkin, 30 St Mary Axe, London EC3A 8EP

AI-powered automation is transforming the contact centre, with generative technologies now enabling the automation of customer interaction summaries, but integration of such tech must be handled tactfully.

This National Technology News roundtable sponsored by NICE will explore the real-world potential and implementation challenges of transitioning from manual to automated customer interaction summaries.

The discussion will explore current benefits around productivity, costs, and customer experience as well as future possibilities for using summary insights to elevate CX, and methodologies for quantifying cost savings, change management, building agent trust, and ensuring accuracy of AI-generated summaries.

Attendees will leave with practical tips on calculating ROI, overcoming implementation hurdles, winning agent buy-in, and leveraging AI-powered agent summaries strategically to transform today’s contact centre.

Topics for discussion:

• What is the current adoption status, obstacles, and success scenarios of actualised AI-powered automation for customer interaction summaries?

• What are the predominant cost factors linked to manual agent notation?

• What quantitative methods are most valuable for assessing the ROI and anticipated cost reductions from transitioning to automated summaries?

• What are some real-world impediments, roadblocks or unintentional repercussions in deploying automated summary solutions and how can they be surmounted?

• What strategies have proven effective in securing agent confidence and trust when introducing AI to assume manual notation tasks?

• How can institutions guarantee the accuracy, relevance and reliability of AI-generated agent summaries and what human oversight is imperative?

• Beyond cost optimisation, what innovative applications can leverage automated summary insights to transform customer and employee experiences?

• Where is the greatest potential for emerging AI use cases in the contact centre beyond agent summaries?

• What is your vision for the future contact centre powered by human-AI collaboration?

Timings for the evening:

18:00 – 18:30            Welcome and refreshments
18:30 – 20:00            Introduction to fellow guests and roundtable discussion
20:00 – onwards       Complimentary three-course dinner and drinks

Brought to you by NTN