Jonathan Beirne

Customer & Operations Director musicMagpie

Agenda Day 1

11:35 AM PANEL DISCUSSION: Balancing AI with the ‘Human Touch’ to Deliver Customer Service Excellence

As AI evolves at breakneck speed and pressure mounts to adopt AI for efficiency, it’s tempting to use it across every part of customer service. But anyone who has ever called a contact centre knows the frustration behind the phrase ‘I just want to speak to a human’.

• How do retailers find the balance between speed, scale and cost effectiveness whilst still delivering excellent customer service?

• Enhancing the boards understanding of AI in customer service to ensure its value is not over-estimated

• Designing escalation paths that blend AI efficiency with timely human intervention

Check out the incredible speaker line-up to see who will be joining Jonathan.

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