A key success factor in customer loyalty is their experience at support time. In this digital age, people expect fast, even 24/7 customer service when there’s an issue with their product or service. The biggest barriers to this are the limited availability of support staff and unpredictable surging in volume, due to unprecedented events.

With advances in natural language understanding, integrations into service desk platforms and phone systems, and speech recognition/synthesis, there is no better time to begin looking for opportunities to augment your contact centre with a virtual agent.

This session will explore how you can embark on bringing a virtual agent into your contact centre to enhance, and not diminish, the experience for customers and your support staff. We will explore the:

- Different types of virtual agents and when to use each (chatbot, phone agent, digital human)

- Case studies of implementation success from around the world

- Steps you can take to introduce a virtual agent, including factors that lead to successful implementation

- Tools and platforms you can leverage to build these virtual agents

Drinks and nibbles provided.

We hope to see you there!

- The Spark 64 Team

enquiries@spark64.com

Hosted by Spark 64

Sponsored by IBM