UC EXPO 2019 - Optimising Value by adding AI and Context into Communications


Customer Contact & AI Theatre

Thu 17th May 13:40 to 14:10

Optimising Value by adding AI and Context into Communications

As the web continues to evolve, current text and form-heavy transactional interfaces are giving way to conversational interfaces that take users on a personalised journey. The key to delivering transformational value will be deploying AI and UC tools that allow complex automated conversations and person-to-person communication to be integrated into the flow of the conversational web.
As an industry, we've spent the better part of the last two decades driving customer transactions to the web to improve efficiency. We can now bring our people back into the conversation at just the right moment to capitalise on the value they can uniquely add.

What you will take away from this session

  • The conversational web is here, and it is changing the way that we engage
  • Current UC&C systems are largely at odds with how customers wish to engage with companies
  • Contextual communication is able to bridge this gap while delivering additional value that will affect the bottom line
  • This is already possible, and there are practical steps you can take today to start adding value for your organisation


Photo Speaker Name Profile
Rob Pickering Rob Pickering View Profile