How Virtual Agents Can Provide More Hands On Deck When You Need Them Most

Rapidly deploy automated service to help customers over the phone, through webchat, SMS or WhatsApp

Recent events have demonstrated the importance of being able to serve and support your customers no matter what. Whether service requests are surging, or a crisis restructures your workforce operations, “being there” for your customers means being everywhere for them - all the time.

Intelligent Virtual Agents (IVAs) are automated self-service applications that can help any type of business remain responsive and reliable when customers need them most. Join this webinar for a discussion about how to use IVAs to quickly scale your self-service support across both voice and digital touchpoints to better serve customers where they are.

On Demand
1h 00min

You will learn:

  • Best practices for launching omni-channel IVA applications
  • How “do-it-yourself” solutions can help you reduce development time and PS costs
  • How to use omni-channel IVAs to scale for service demand or workforce disruption  
  • How to quickly and easily deploy an FAQ application to handle a surge in questions

Featured Speakers

  • Brent Kelly
    Brent Kelly
    President & Principal Analyst
    KelCor, Inc

    As president and principal analyst at KelCor, Inc., Dr. Kelly provides strategy and counsel to CxOs, investment analysts, VCs, technology policy executives, sell side firms and technology buyers. His contributions deliver top and bottom line value because they have impact from concept through development and rollout. On the sell side, Brent provides strategic advice for marketing and product differentiation, competitive analysis, and thought leadership approaches; on the buy side, he engages in business process engineering to develop mid- and long-term technology roadmaps supported by TCO or ROI analysis. Dr. Kelly has made real-world measurable contributions resulting in significant revenue/profit increases, product/process improvements, and/or strategic redirection in multiple industries including telecommunications, manufacturing, electronics, oil field services, chemicals, and mining. He has been engaged in repeat consulting assignments for the largest tech companies in the world with comparable results. A Ph.D. in engineering coupled with strong business experience enables Dr. Kelly to identify emerging opportunities and to develop strategies and tactics to capitalize on them. He is an excellent writer and oral presenter, regularly speaking before large and small technical and business audiences in the US and Europe. Brent served his Utah community as an elected official for two four-year terms. With his wife, he owns a gourmet chocolates manufacturing company based in Utah.

  • Callan Schebella
    Callan Schebella
    Inference Solutions

    Callan is the CEO at Inference Solutions and is based in the Austin office. He has worked his entire career in Voice Automation, Machine Learning and related technologies. Prior to becoming CEO, Callan was the Chief Architect at Inference and led the team that developed the company’s core products. Callan started his career at Telstra Research Laboratories in technology commercialization. He has a master’s degree in engineering from the University of South Australia and an MBA from Melbourne Business School.

  • 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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