The Future of Customer Contact

Article

Chatbots - a new paradigm in customer contact

As customers grow more comfortable with technology, and companies remain under pressure to improve service while reducing cost-to-serve, it’s clear chatbot deployment will continue to expand and evolve.
 
Connected Customer spoke to three chatbot experts to get a view of the opportunities and challenges ahead.
 
Hear from:
 
  • Aldo Agostinelli, Digital Officer, Sky Italia
  • Ozlem Williams, Senior Product Designer in UX & Design, Babylon Health
  • Michael Conway, Associate Partner | AI Practice Leader, IBM
Chatbots - a new paradigm in customer contact | Connected Customer Digital Campaign

Infographic

The Rise of the Chatbots

 

While 40% of large consumer-facing organisations are making significant use of AI-enabled chatbots today, this is expected to rise to 76% in the next year.

Virtual agents are the future of customer contact and their optimisation is fast becoming the central battleground of CX excellence.

Where are you on this journey? Find out what your competitors are saying in this infographic, which surveyed over 250 senior executives from consumer-facing brands.

 

A new paradigm of customer contact: unlocking the potential of virtual agents

On-demand now available

"We've seen six years of behaviour change in six months" - Ozlem Williams from Babylon Health

"AI is not yet a great conversationalist" - Nicola Millard from BT

"Companies are going to need to think about how they recruit, support and pay people..." - Michael Conway from IBM

Hear more from these speakers:

  • Nicola Millard, Principal Innovation Partner, BT
  • Chris McGrath, IT and Digital Program Manager, Marks and Spencer 
  • Ozlem Williams, Senior Product Designer in UX & Design, Babylon Health
  • Michael Conway, Associate Partner | AI Practice Leader, IBM

Webinar write-up

A new paradigm of customer contact: unlocking the potential of virtual agents

Access the top tips from M&S, BT, Babylon Health and IBM on:

  • How you can prepare for changing customer behaviours
  • Refining the role of contact centre staff
  • Designing the perfect virtual assistant

 

 

 

 

 

 
 

 

 

 

 

 

In conversation

Taking chatbots to a new level: understanding the full potential of the virtual assistant

Speakers:
Joerg-Tobias Hinterthuer, Head of Smart Home Innovation Lab, Zurich
Michael Conway, Associate Partner | AI Practice Leader, IBM

Pundits:
Srini Janarthanam, 
AI Technology Analyst, NatWest
Karolin Nakonz, 
Partner, Automation Practice Leader, UK & Ireland, IBM

 

 

 

Transcript

Taking chatbots to a new level: understanding the full potential of the virtual assistant

"I think that was a really good discussion... Very, very interesting." - AI Technology Analyst, NatWest

This contains the same content as the 'In Conversation with' video. Why not download the PDF to accompany while you watch the video? 

You can kick off 2021 with the latest insights on self-service including:

  • Removing the pain points from the self-service experience
  • Designing a seamless handover between bot and human
  • Creating a single customer view across channels
  • Deploying the right talent, skills and culture

Behind-the-Scenes Interview

And exclusive key takeaways

 

Get access to behind-the-scenes insights from Connected Customer speakers to find out how they’re taking chatbots to the next level.

This interview features:

  • Joerg-Tobias Hinterthuer, Head of Smart Home Innovation Lab at Zurich
  • Rebecca Henderson, Cora Lead – Futures Initiative at NatWest
  • Patricia Sanchez Diaz, Customer Experience Lead at Centrica
  • Ozlem Williams, Senior Product Designer in UX & Design at Babylon Health

Collection produced in partnership with

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