Contact Center AI is No Longer a ‘Science Project’

Contact Center vendors have too often oversold AI as enabling all things to all people, while organizations have found both AI and omnichannel implementations to be very complex.

With new self-service and digital engagement initiatives, companies of all sizes can now easily leverage AI ‘out of the box’ to automatically respond to customer intent, route interactions to the right answers and agents, and even assist those agents with serving customers. But you need the right combination of goals, tools, and approach.

Available:
On Demand
Duration:
1h 00min

In this webinar, we’ll talk with the founders of two startups - Kare Knowledgeware and Koopid – both recently acquired by Dialpad. In creating their companies, they tackled these problems of complexity, and invented new systems to streamline the use of Conversational AI to power both omnichannel engagement and self-service, delivering next generation customer experience to clients around the globe. Together, founders Tim Porter and Venky Krishnaswamy, both now with Dialpad, will help answer the following questions:

  • What have been the primary challenges companies have encountered when utilizing AI?
  • Which organizations can benefit the most from AI and machine learning?
  • How self-service changed from being just a glorified FAQ to intelligently serving customers and reducing contact center costs?
  • How has the omnichannel landscape changed, and where are organizations seeing benefits through digital interactions?
  • Why is workflow automation critical to reducing costs and enhancing CX?

Featured Speakers

  • Ron Stevenson
    Ron Stevenson
    Sr. Product Marketing Manager for CCaaS
    Dialpad

    Ron Stevenson is Senior Product Marketing Manager for Dialpad Contact Center. Based in Seattle, Ron has many years of industry experience launching software products for cloud, mobile, social, and telephony, with companies like Genesys, Salesforce, Microsoft, and several Seattle-area startups."

  • Tim Porter
    Tim Porter
    CEO and Founder
    Kare Knowledge

    Tim Porter was the Founder and CEO of Kare Knowledge before it was acquired by Dialpad. He has a passion for product, engineering, strategy, and growth and has previously worked for major brands like Apple and Google.

  • Venky Krishnaswamy
    Venky Krishnaswamy
    CEO and Founder
    Koopid

    Venky is a seasoned executive and entrepreneur with over 25 years of experience bringing disruptive technologies to market at startups as well as large companies. He has incubated new products worth hundreds of millions of dollars in annual revenue at world-class R&D organizations. And, Venky has co-authored over 50 technical papers, over 50 granted US patents, and frequently speaks at industry events.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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