How BCLC cut handle times and boosted CSAT with AI

As both customer expectations and costs to serve continue to rise, contact center leaders are increasingly exploring how tech solutions can help to bridge the gap.

Join Martin Lampman of British Columbia Lottery Corporation (BCLC) as he unpacks the team’s phased approach to integrating AI in the contact center. Learn how, with this approach, the team successfully cut handle and hold times while boosting customer satisfaction (CSAT) by nearly 10 points!

In this session, we will also examine how AI has freed agents to deliver memorable, personalized experiences. Join to get the inside scoop on BCLC’s AI journey and hear practical, real-world insights to level up your CX.

Attendees will learn:

• Phased AI implementation for contact centers: Discover how BCLC strategically integrated AI to optimize efficiency while ensuring a smooth transition for agents and customers.
• Reducing handle & hold times without sacrificing quality: Learn how AI-powered automation and intelligent routing helped BCLC streamline operations while maintaining a high standard of service.
• Enhancing CSAT through AI-driven personalization: Explore how AI empowers agents to focus on high-value interactions, creating more personalized and engaging customer experiences.