Louise Walsh

Chief Customer Officer Utilita Energy

Day 1

14:40 Panel Discussion | Does the Perfect Formula Exist? AI & the Human: Driving Customer Experience & Service that Delivers Commercial Impact

A major debate in Customer Service & Experience is how much AI should be used in customer interactions. Ultimately, it comes down to striking the right balance between the efficiency & ease of automation & the personal, emotive connection of the human touch.

• When viewing the customer journey as a whole, which touchpoints should be automated & which should be handled by a human in customer service whilst maintaining a seamless, omnichannel experience?

• How can AI be utilized to personalise interactions efficiently & build upon previous communications & how does this compare to personalisation offered by human employees?

• How much should organisations rely on AI tools to give feedback on employee call handling & how much of this feedback should be delivered by humans?

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

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