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Chris Key and Diego Gosmar: Speaking at the Customer and User Experience Expo

Chris Key and Diego Gosmar

Hostcomm and XCALLY

Artificial Intelligence and Machine Learning in the Contact Centre: Beyond Misconceptions

AI has become a buzzword promising the earth, building up unrealistic expectations and disillusionment. However, with the right focus, AI and machine learning can deliver real and significant improvements to contact centre customer experiences and employee skills now.
Join us to see examples of how AI is delivering those benefits. Among others, how it is using customer journey datasets and customer sentiment analysis to improve cognitive tasks like smart agent routing.

3 key delegate takeaways from session:

1. How, beyond the usual misconceptions, we can use AI technologies inside contact centres.

2. How to tackle the challenges of increased complexity from omni channel customer care: how to take advantages of Machine Learning applied to customer journey analytics

3. How to use Machine Learning to direct customers to the agents with the right skills and why it's so important to do so.

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