Closing the Service Gap: AI Strategies for Contact Centre Success

New research from ServiceNow reveals a growing gap between customer expectations and service experience —shining a light on the crucial importance of leveraging AI before it’s too late.  This session explores how AI and automation – like intelligent virtual agents, predictive analytics, and personalized routing – can help businesses bridge the service gap, empower agents, and streamline workflows.Discover actionable strategies to use AI for better customer engagement—increasing satisfaction and loyalty. 

• Understand the service gap and its effects on customer satisfaction. 
• Discover how AI can improve agent productivity and simplify customer service interactions. 
• Learn how predictive tools can help contact centers anticipate and proactively address customer issues. 
• Explore how AI-powered virtual agents and real-time agent support tools can manage routine inquiries, enabling agents to provide higher-quality service.