Case Study: Modernizing the Contact Center: Orchestrating Seamless Digital Journeys

Digital self-service is rapidly becoming the preferred contact channel, but only when it works flawlessly. Join us as we discuss with Dee from Flybuys how they are currently updating their customer service operations, increasingly weaving in AI and automation to enable agents, designing intuitive flows across mobile apps, web, and messaging channels, with seamless handoffs to live agents when needed. Discover how automation, knowledge management, and conversational AI are working together at Flybuys to deliver real-time, resolution-first experiences. We’ll also explore what metrics matter most to optimize these journeys effectively.

Key takeaways:

• Discover how to design consistent flows across digital channels
• Learn how and where AI is best applied across the customer service stack
• How AI is proving particularly useful to measure deflection, containment, and customer effort
• Next steps: Embedding knowledge bases into automated journeys