All Access: The AI Revolution in CX 2024
April 23 - 24, 2024
| Free CX Network Webinar Series
Tom is serving as an Executive Director who is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services to his company’s various clients. It is Tom's job to provide oversight for all Service Desk Elements including client relations, staffing to meet ever changing workflow/support needs, operational reporting, employee relations, telephony, policies and procedures that of which are designed to ensure consistently high service performance against established SLA's. In addition, evaluating all phases of the "Customer Experience" life cycle to develop quality improvement processes.
Day One
1:00 PM Supercharge contact center efficiency with generative AI
The dawn of generative AI is driving a fundamental paradigm shift for businesses by rapidly expanding what’s possible and accelerating enterprise adoption. In the contact center, generative AI can unlock the potential to automate complex customer use cases and significantly improve the quality of self-service conversations.
Join Amy Payne, VP of Global Customer Partners and Events at Talkdesk, and Tom Grosso, Executive Director, Service Desk at CAI to learn how they reduced the time spent on post-call documentation by more than 8 minutes using Talkdesk’s generative AI-powered contact center.
Attendees to this session will learn:
- Improved operational efficiency: Discover how generative AI can streamline post-contact processing, freeing up agent time.
- Reduced escalation rates: Learn how generative AI can reduce contact escalations by flagging customer intent.
- Change management in the contact center: Prepare for successful implementation by learning how generative AI could impact your agents and explore strategies for guiding them through the transition.
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