Better, faster, happier CX through AI: How to harness the power of generative AI-powered virtual agents

A future for CX with no hold times, no transfers, lightweight escalations, and fewer headaches is here. Join this session to learn not only how generative AI and generative agents can make this a reality today, but also how to build the solid foundation needed to do so.

The global contact center market is nearly 3 percent of the US workforce, yet the majority of customers (59 percent) avoid calling customer service as much as possible, and companies turn over most of their agents each year Thus far, technological advancements have been incremental and unable to alleviate the acute pain that the CX industry experiences. Until now.

During this session, Michael Lawder, former CX leader at Apple, Samsung, and EA, and current Chief Evangelist at ASAPP, walked through the path businesses should take to ensure success with generative AI, while getting real business value along the way. He also showed attendees how companies like JetBlue are using generative voice and chat agents currently to drive increased customer satisfaction alongside dramatic business savings.

Watch this session to learn more about:

• What capabilities are foundational for success with generative A
• How to more deeply understand why customers are contacting you, why that is important for generative AI and what business value you should target along your automation journey
• What voice and chat generative agents are currently capable of, and how they are being currently utilized
• Surfacing ideal use cases for automation, and identifying resources and partners needed to begin deploying automation candidates in A/B tests at pace, and then measuring performance vs humans