Best Practices Panel– Seamless Customer Experience - Combining AI, VA with Live Agents

Advances in Artificial Intelligence (AI), chatbots, digital channels and self-service all contribute to delivering an improved customer experience - but AI adoption runs the risk of customer frustration if not applied thoughtfully to the end-to-end customer and agent experience. We will look at how to define and implement the right mix of automation and human touch - making sure consumer trust and relationship doesn't get lost in digitization.