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27 & 28 MARCH 2019

ExCeL LONDON

Mark Oppermann: Speaking at the Call and Contact Centre Expo

Mark Oppermann

Webio

New Channels, AI & Chatbots – Essentials you need to know

The growth of AI has led to the belief that agents will become obsolete. This couldn’t be further from reality. The challenge is finding the right balance between AI Chatbot automation and agent resources . 

New channels like WhatsApp, Apple Business Chat and RCS for Android are becoming significant contact strategy drivers. With 90% of customer preferring digital conversations, conversational messaging is how contact centres are winning the customer experience battle.

How can AI help your customers conversations to ensure you guide and route your conversations to the next best action from both an efficiency and effectiveness point of view, we will discuss how Webio Propensity X is delivering real and immediate business benefits.

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Mark Oppermann will be speaking in the following theatres:

Theatre 20 - Wednesday 11.00 - 11.30: New Channels, AI & Chatbots – Essentials you need to know

Theatre 20 - Thursday 11.45 - 12.15: New Channels, AI & Chatbots – Essentials you need to know