Future of the Contact Centre

The march of the virtual agents – delivering the ultimate self-service experience

 

 

 

 

 

 
 

 

 

 

 

 

In conversation with

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

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

Pundits:
Srini Janarthanam, 
AI Technology Analyst, Royal Bank of Scotland
Karolin Nakonz, 
Partner, Automation Practice Leader, UK & Ireland, IBM

Can't watch the full video? 

Download this easy-to-read transcript

 

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

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:
Jorg-Tobias Hinterthürf, Head of Smart Home Innovation Lab at Zurich
Rebecca Henderson, Cora Lead – Future Initiative at Natwest

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

Broadcasting live on 1 December at 3pm GMT

Speakers:

  • Aldo Agostinelli, Digital Officer, Sky Italia
  • Nicola Millard, Principal Innovation Partner, BT
  • Ozlem Williams, Senior Product Designer in UX & Design, Babylon Health
  • Michael Conway, Associate Partner | AI Practice Leader, IBM

Collection produced in partnership with

Build smarter customer experiences that earn loyalty and trust and transform and grow your business using Automation with AI
Customers are won and lost based on the quality of their experiences – and they need you now more than ever. In fact, 84% of customers say the experience a company provides is as important as its products or services. To meet and exceed rising customer expectations you need an insight-driven approach that builds trust, earns loyalty, and increases spend.

Smarter customer experiences integrate data and AI, enabling you to connect your business to customer and employee needs, end-to-end while a smarter business scales up and down and can change how work gets done so your organisation can be resilient. Forward-looking enterprises utilise automation and AI to augment their core strengths, supplement their weaknesses, and empower their people to focus on what’s important.

From your contact center to personalised commerce, sales and marketing, IBM unlocks the value of your data across leading customer technology platforms. Automation with AI enables your entire organisation to be always-on, optimising the delivery of goods and services to provide seamless continuity in dynamic markets. IBM runs the digital day-to-day operational processes locally and around the world of some of the most critical systems. We’ll meet you at any stage, helping you adapt and thrive by turning momentary challenges into long-term opportunities.

Find out more on their website: www.ibm.com.