Steve GushGlobal IT Digital Services Vice President Click to read more...
Victoria GeorgalakisSykes Senior Vice President, EMEA Click to read more...
Steve HurstEngage Business Media Editorial Director Click to read more...
Understanding and Applying Artificial Intelligence in Customer Service
4th June, 12pm
Artificial Intelligence (AI) has been hyped in the industry press in recent years as the primary disrupter of customer service delivery and enabler of CX aspirations. On the back of this, expectations are high that service organisations will become smarter because of AI, and staff more efficiently and effectively; leading to technology handling more interactions, fewer staff being needed, and better outcomes achieved.
The vision is one of contact centres where chatbots and virtual agents deal with all simple enquiries, and where human assistance is augmented by AI and technology to deliver consistent, high-quality service and outstanding performance. But customer service (CS) leaders need to get past the hype promoted by technology vendors and consultants to identify the deeper realities – both rewards and risks – offered by these disruptive technologies. Can bots, machine assistance and AI deliver outcomes that the business can be proud of? And what investment in terms of effort, resources and money is needed?
Join this webinar to:
- Be introduced to AI in customer service
- Understand what customer-facing and agent-assisting automation technologies can do
- Gather insights into the business case for investing in AI-powered customer service tools
- Avoid disappointments caused by lack of preparation and poor execution
SYKES is a customer service outsourcer with global operations and extensive digital and automation capabilities. Many SYKES clients have been helped to deploy digital customer service channels and to improve their customer experience provision. Today, SYKES is also helping organisations to harness advanced technologies in supporting their customers, and our agents, for both online and offline interactions. Our presenters, Victoria Georgalakis and Steve Gush, bring a wealth of expertise in optimising customer service operations for clients.