Machine Learning and Natural Language Processing Coming to Life in the Contact Center

Machine Learning (ML) and Natural Language Processing (NLP) aren’t just futuristic technologies; their potential is beginning to be realized today in contact centers. ML and NLP are being used for telephony monitoring, transcription, and real-time analysis that contact center managers can use to drive better customer service.

In this webinar, Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, will discuss how ML, AI, and NLP are giving businesses the ability to create better customers experiences, improve how they leverage customer data, and quantify the benefits of these systems. She’ll be joined by Yasser El-Haggan, worldwide technical leader for Amazon Connect, who will describe how your enterprise can start taking advantage of these capabilities today.


On Demand
1h 00min

You will learn:

  • What ML and NLP capabilities are being deployed today in the contact center
  • What impact these capabilities have on key contact center metrics and practices
  • How your contact center can start leveraging AI and ML

Featured Speakers

  • Sheila McGee-Smith
    Sheila McGee-Smith
    President & Principal Analyst
    McGee-Smith Analytics

    Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience communications markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect, is a frequent contributor to No Jitter and can be following on Twitter @mcgeesmith.

  • Yasser El-Haggan
    Yasser El-Haggan
    Worldwide Technical Leader
    Amazon Connect at AWS

    Yasser is the Worldwide Technical Lead for Amazon Connect, responsible for global thought leadership for AWS' suite of CX services and influencing product priorities through meetings with strategic customers. He's been with AWS for 4+ years, spearheading some of Amazon Connect’s largest customer migrations and transforming their customer experience by simplifying operations, improving workflows and driving improved data transparency to improve agent efficiency. Yasser has 15+ years in the contact center industry, previously leading technical teams at Avaya and Nortel Networks.

  • 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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