AI in the Contact Center: Balancing Automation and the Human Touch

In the customer experience (CX) era, businesses that are able to create an experience that delights become market leaders, while those that fail to do so lag behind and struggle to survive. For most enterprises, CX starts in the contact center, but providing a differentiated customer experience is about more than just having well-trained agents -- it’s about delivering personalized, contextual interactions while reducing the burden on the customer. And doing so while maximizing operational efficiency and minimizing costs. This has led to a flurry of activity in the contact center space around incorporating artificial intelligence (AI) into feature sets.

But AI isn’t a CX panacea, and it can’t be used for everything. When it’s used properly, it can profoundly improve contact center operations and allow the business to serve its customers faster and better. When used incorrectly, however, the negative effect it has on the customer experience can be devastating to the business. Success in this realm depends on striking the right balance between people and machines.

On Demand
1h 00min

In this webinar, Zeus Kerravala, of ZK Research, and Steve Bell, of Talkdesk, will discuss how companies should be thinking about AI as it relates to their contact center strategies. They’ll cover:

  • How AI improves the contact center and impacts customer experience
  • Risks and pitfalls to avoid when leveraging AI and automation in customer interactions
  • The role of the human agent and how to strike the right balance

Featured Speakers

  • Zeus Kerravala
    Zeus Kerravala
    Founder & Principal Analyst
    ZK Research

    Zeus Kerravala is the founder and principal analyst with ZK Research, and provides a mix of tactical advice to help his clients in the current business climate and long-term strategic advice. Kerravala provides research and advice to end-user IT and network managers, vendors of IT hardware, software and services and the financial community looking to invest in the companies that he covers.

  • Steve Bell
    Steve Bell
    Director of Product Marketing

    Steve Bell is a 30-year industry veteran in the contact center and CRM space, where he has applied his product marketing passion and expertise at companies such as Genesys, E.piphany, Peoplesoft, RightNow Technologies and Salesforce. Today, Steve is Director of Product Marketing at Talkdesk, a hypergrowth enterprise cloud contact center startup that recently achieved unicorn status. Over 1,400 innovative enterprises around the world, including IBM, Acxiom, Discovery Education and Peloton, rely on Talkdesk to power their customer interactions and make customer experience their competitive advantage.

  • Michelle  Burbick
    Michelle Burbick
    Special Content Editor, No Jitter
    Program Coordinator, Enterprise Connect

    Michelle Burbick is the Special Content Editor and a blogger for No Jitter, Informa Tech's online community for news and analysis of the enterprise convergence/unified communications industry, and the editorial arm of the Enterprise Connect event, for which she serves as the Program Coordinator. In this dual role, Michelle is responsible for curating content and managing the No Jitter website, and managing its variety of sponsored programs from whitepapers to research reports. On the Enterprise Connect side, she plans the conference program content and runs special content programs for the event. Michelle also moderates Enterprise Connect sessions and virtual webinars which cover a broad range of technology topics. In her tenure on the No Jitter and Enterprise Connect teams, she has managed the webinar program, coordinated and ran the Best of Enterprise Connect awards program, and taken on special projects related to advancing women in the technology industry and promoting diversity and inclusion. Prior to coming to No Jitter, Michelle worked as a writer and editor, producing content for technology companies for several years. In an agency environment, she worked with companies in the unified communications, data storage and IT security industries, and has developed content for some of the most prominent companies in the technology sector. Michelle has also worked in the events and tradeshows industry, primarily as a journalist for the Trade Show Exhibitors Association. She earned her Bachelor's degree from the University of Illinois at Chicago. She is an animal lover and likes to spend her free time bird watching, hiking, and cycling.

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