- Wednesday
- Thursday
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11.00 - 11.30
Chandra Khatri - Got It AI
ELMAR: Custom, Hallucination-free, On-premise Enterprise Large Language Models with guardrails
Got It AI has built the world''''s first Autonomous Virtual Agent or Contact Center automation technology. Got It AI’s game-changing technology utilizes autonomous no code conversational AI to deliver automation in hours and not months. Got It AI provides a complete solution that automatically designs your virtual agent by learning from real historical conversations. Automated maintenance and optimization reduces costs and delights customers quickly. Start your CX Automation journey with seat-based AutoDiscovery Engine and AutoFlows. Visualize your virtual agent and get upfront containment estimates to get buy-in for your automation strategy. Deploy your solution with AutoMation Manager and see how much you can further increase containment with AutoLearn.
11.45 - 12.15
Jeff Fettes - Laivly
Powered by ChatGPT: Real-World Lessons on Leveling Up Your Contact Center with Generative AI
Everyone has heard of ChatGPT but how can we use it in customer care today? This session will explore the use of generative AI for customer experience in contact centers, with a focus on real-world client examples. We will discuss how generative AI can help contact centers improve their important metrics such as customer satisfaction, efficiency, and cost reduction. (P.S. this abstract was written by AI)
12.30 - 13.00
Myles Madden - Observe.AI
New Report: How Contact Centers Are Responding to Economic Uncertainty
Nearly every business took a hit during the economic rollercoaster of 2022—and the contact center industry was no different. We surveyed 300+ contact center leaders and 75% of respondents agreed that economic instability over the past year had impacted their contact center operations. How are leaders responding to the challenges ahead? In this session, we’ll share how contact center leaders are: Responding to economic uncertainty Battling agent turnover Investing in AI and automation Improving operational efficiency
13.15 - 13.45
Kim Fassetta - Shokz
Why Contact Centers Need Bone Conduction Technology
As contact centers evolve to accommodate hybrid and remote work, leadership is looking for ways to increase efficiency and employee happiness. Many are turning to new technologies and outfitting their teams with purpose-built products versatile enough to work in multiple environments. Though bone conduction technology isn’t “new”, its place in contact centers is just beginning. Join us as we discuss the benefits of rethinking the way we work and adopting modern solutions.
14.00 - 14.30
Marc Bernstein - Balto
Optimized for Excellent Conversations: Reshaping Today & Tomorrow's Contact Center
Contact center conversations are evolving as new technologies transform how agents support customers and prospects. With the introduction of GPT-3 and other AI tools, agents have the opportunity to leave repetitive tasks to AI, and instead focus on complex, efficient, and personalized customer experiences. Join Balto CEO & Founder Marc Bernstein to learn how the introduction of GPT-3 will reshape agent workflows, increase contact center efficiency, maximize customer retention and sales.
14.45 - 15.15
Fanny Heneine - Afiniti
How AI is making moments of human connection more valuable
Cost pressures are causing many contact centers to look to automation, but in uncertain times, a great customer experience is often a human experience. Afiniti’s Fanny Heneine will explain how organizations can use AI to harness the power of human connection and solve customers’ problems more effectively — delivering better outcomes for customers, agents and business alike.
15.30 - 16.00
Aaron Fischer - OP360
“Things We Think & Do Not Say: Taking the Stigma out of BPO”
Sharing the good, bad, and the ugly about how your outsourcing partner operates from a seasoned executive who has seen it all. Learn how employee engagement, community social engagement, and the cost of doing business really impact your customers. We will pull back the curtain on how your partner might operate but more importantly how your future BPO should operate - not as a partner but as an extension of your team.
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11.00 - 11.30
Brian Zang - Shelf
The Most Important Investment for CX Leaders in 2023
There’s no shortage of things CX leaders *could* invest in this year. But where *should* they invest, given the economic climate? Learn what initiatives brands like HelloFresh and DSW are moving to the top of their list, why, and what rewards they are reaping as a result.
11.45 - 12.15
Tom Moskal - OP360 on behalf of Krisp
Why AI, Why Now? Discover the Future of Communication for Call Centers with Voice AI
AI is revolutionizing voice communication, but why is it so important for call centers, and what does the future look like with Voice AI? This session will examine the current state of contact centers, the challenges they face, and explore the capabilities of Voice AI in practice. Tom Moskal will share OP360's real world implementation of Krisp and the tangible benefits realized, including improved efficiency, reduced costs, enhanced agent and customer experiences, and the ways call centers can leverage AI to mitigate privacy concerns and even customer biases.
12.30 - 13.00
Mandar Joshi - Google
Modern, Cloud-First Customer Experiences Delivered by ChromeOS
According to a recent survey by Google & Accenture, 39% of enterprise contact center agents are expected to be remote in the next 1-2 years and this number is expected to increase to 59% in the near future. Contact centers need to increase their agility by embracing more flexible and secure solutions to provide best-in-class customer service, secure business data, and reduce cognitive load on agents to enable them to be more productive. With a flexible technology architecture, service leaders can focus on their strategy, innovation, and the future without being locked into legacy technology constraints. In this session, learn more about new trends, how to evaluate your technology stack, cloud-first OS platforms, and leading modern contact center solutions that can keep your business on the cutting edge of contact center technology.
13.15 - 13.45
Kate Brouse - NTI (National Telecommuting Institute)
Inclusion: The Not-so-Secret Secret to Success
Learn how to begin and continue a culture of inclusion that attracts and retains talent. Inclusive companies are laying the foundation for the changing workplace of the future and will be better prepared.
14.45 - 15.15
Vern Fernandez - Jabra
How Real-Time Actionable Customer Sentiment Can Improve your CX
Jabra’s newest AI-powered contact center software solution, Engage AI, brings tone and sentiment into the customer and advisor experience. It focuses on two newer KPIs - Customer Sentiment and Advisor Tone, both of which use tone-of-voice analytics to uncover the true nature of the customer experience. Discover how Engage AI and Jabra headset solutions interact in real time for better customer satisfaction.
15.30 - 16.00
Sujith Ravi - SliceX AI
Powering the Future of Customer Experience with Generative AI
With the inception of breakthrough Generative AI technologies, we are witnessing a historic transformation across industries powered by artificial intelligence. This enables businesses to power unprecedented capabilities for their customers from generating human-like responses at scale, tailoring personas to individual customer needs, finding relevant information to answering questions and summarizing a staggering amount of information in an instant. Join us to learn how SliceX AI can supercharge your business today with breakthrough AI solutions and automate your customer support workflows to provide next-gen customer experiences.
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