One of the world’s largest cloud CX players, Genesys, on the current and future of AI-driven customer engagement, with VP Product Marketing, Elcenora Martinez. read more
Many have tried and failed to use AI for live call centre agent assist. Marc Bernstein shares how it’s done right.
Frank Schneider joins us for a record 3rd time to share insights on why digital transformation has always been about voice, and discusses Speakeasy AI’s Speech-to-Intent patent.
Head of Conversational AI and Contact Center at Google Cloud, Antony Passemard, joins us to share all about Google CCAI. read more
Voicebots for customer service are in increasing demand, but how do you actually integrate one into a contact centre? read more
Einav Itamar is the founder and CEO of Voca.ai, a technology company specialising in IVR automation using conversational AI. He joins Dustin and Kane to chat about how to create human-like conversations for IVR bots, the impact of coronavirus on call centre demand and how organisations are approaching automating incoming call centre calls with AI.
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Designing human-like voice bots for IVR
One thing is for sure: Covid-19 hit call centres hard.
Some saw the frailty of legacy systems and infrastructure that require you to be fixed at a desk. They had to close completely, unable to work remotely.
Some could enable operatives to work from home, but they were snowed under with a barrage of calls. For some, it was well in excess of double call volumes.
A few realised what was happening and acted. They implemented (or increased their usage of) conversational AI.
Find out how they did, and how you can create human-like, automated conversations that allow you to increase self-service and scale your demand management with Einav Eitamar, CEO, Voca.ai.
Frank Schneider, CEO of Speakeasy AI joins us to share how you can automate your call centres using conversational AI.