As a business, we are at the start of an exciting journey—exploring how AI can transform not only our customer journeys but also the way our agents work and develop. In this session, I’ll share how we’re opening our eyes to the potential of AI, reviewing niche products, and leveraging new AI functionalities offered by our existing suppliers.

We are taking a holistic approach to implementation, focusing not just on technological advancements but also on the effectiveness and impact for both customers and employees. From streamlining processes and improving decision-making to supporting agent training, we’re determined to ensure AI benefits everyone in the ecosystem.