Don't miss our speech "Artificial Intelligence and Machine Learning"
February 13, 2020 - 2 PM
Fort Lauderdale, Florida, USA
AI, Machine learning and related sciences will change the way we are working in many industries: for sure the contact center world will be heavily impacted: how exactly? The most obvious thought could be saving costs by substituting human agents with AI algorithms. However this is not really the main kind of benefits we expect. There are many others significant applications we can deploy by using AI, and they will be able to create many new jobs in spite of the lost ones. During the session, we are going to see how to use Machine Learning to exploit the Customer Journey datasets, or the Data Mining for customer sentiment analysis and AI for other interesting cognitive tasks. The usual misconceptions will be tackled, in order to show how we can really benefit from the AI and related technologies to improve both the customer experience and the contact center employee skills. Design and implementation challenges will be explained, along with practical examples and also a video case study, related to AI application for natural language omni-channel application.