AI: Almost Intelligent

AI has the ability to streamline the entire customer experience. It can provide information in seconds, be available 24/7 and have access to countless resources. And yet it continues to fail miserably. While companies are rushing to replace customer service staff with AI agents, customers are leaving frustrated in search of real human interaction.

AI: Almost Intelligent looks at the implementation of AI through the lens of customer experience. Attendees will see real world examples of how AI can function as both a valuable resource or a source of stress – for both employees and customers. They will leave with a clear understanding of how AI can enhance their current processes and ways to manage AI for customer service.

In this presentation, Marc does not use technical terms or discuss specific AI platforms. His approach is to help organizations understand how their customers react to various interactions, and what opportunities exist for AI to play a positive role.

KEY TAKEAWAYS:

• How AI can make your staff better and your customers happier
• Why so many companies are purposely using AI to deliver bad service
• What questions to ask to know if your business is ready for AI
• Recognizing what AI is good at when it comes to customer service
• How to measure success after starting an AI customer service program
• Ways to ensure AI behaves as it should

WHO SHOULD ATTEND:

• Management teams focused on operational strategy
• Leadership teams involved in customer experience
• Managers who oversee front line call centre staff
• Executives considering hiring staff or using AI