UC EXPO 2019 - Finding the Sweet Spot between AI and EI in the Contact Centre


Customer Contact & AI Theatre

Wed 16th May 11:00 to 11:30

Finding the Sweet Spot between AI and EI in the Contact Centre

Digital Customer Experience success hinges on the question “How can technology be applied in the contact centre to expedite mundane customer interactions and personalise complex service interactions at the same time?”

The answer lies somewhere at the intersection of AI and EI, but getting the blend right is a balancing act. Navigating customer service automation and personalisation, Jonathan will discuss how you can develop a contact centre solution that produces consummate experiences for customers and agents alike. Experiences that, when shared, will grow into positive brand stories.

What you will take away from this session

  • Discover the infrastructure behind digital personalisation
  • Design a contact centre platform that adapts as your business changes
  • Deploy fast, intuitive and context-aware customer service processes with system integration and real-time applications
  • Deliver contact centre automation that cuts waste and makes life easier for your customer service agents


Photo Speaker Name Profile
Jonathan Sharp Jonathan Sharp View Profile