AI, automation and voicebots power the contact centre of the future

Australia and New Zealand’s contact centres have never been busier. The COVID-19 disruption drove a mass migration of agents into the home working environment, but that was just the start.

The pressure on agents in industries like banking, retail and government increased dramatically and the economy faced massive and immediate disruption. These pressures have exposed weaknesses and limitations, and fuelled the need to think strategically about how best to meet the customer – and the employees’ – needs in the future.

This webinar examines the pressures placed on contact centres and front-line customer service agents, and the important role of technologies such as voicebots in improving customer and employee experiences.

While AI, automation and voicebots offer the opportunity to enhance the customer experience, the real power and truly disruptive opportunity comes from blending these technologies into a single solution.

In this webinar we will discuss;

• How the COVID-19 disruption is likely to transform contact centres in the future
• How three technology pillars – AI, automation and bots will be core to future success
• The role of voicebots and conversational AI in improving customer and employee experiences
• How more sophisticated analytics will improve the operational efficiency and effectiveness of contacts centres