How will intelligent chatbots and IVRs change your contact center?

Your contact center will be more automated with chatbots and IVR in the very near future, but to get there will it be an evolution or a revolution?

In this workshop David Attwater discusses the key topics to help you and your teams manage the transition to a more automated and intelligent contact center.

Key Topics:

  1. What is the role of chatbots in the transition from legacy-based IVR to digital channels

  2. The limitations of first-generation chatbots and the progress made towards handling complex customer interactions

  3. The role of chatbots and IVR in managing meaningful volumes of inquiries and reducing the need for human intervention

  4. The impact of recent advances in conversational AI, including large language models, on the capabilities of chatbots and IVRs

  5. How will this change the composition and mix of the enquiries that your agents will be taking

  6. The vital importance of tracking customer journeys across contact center agents, IVR and chatbots

  7. The role of advanced conversational analytics in managing this end-to-end customer journey properly

Who Should Watch

  • Heads of Customer Experience

  • Heads of Customer Service

  • SVP/VP Digital Experience

  • Anyone wishing to improve their firm’s CX

Our speaker: David Attwater, Senior Scientist, Talkmap

David has over 30 years’ experience in the application of voice technology to enterprise solutions, with an international reputation as a voice technology researcher and designer.

David’s expertise spans a range of language technologies, from core-technology to customer experience. As a voice user interface designer David spends many hours working directly with end-users to understand how to use conversational technologies to match user needs and behaviors.

David is also senior technical advisor to the Open Voice Network (OVON), helping to lead the work on creating standards for interoperability of conversational agents.