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Customer Engagement Strategy: Level-Up or Game Over

29 Nov 2023
Future of the Contact Centre Theatre
Customer Experience & Engagement

In the face of ever-shifting customer expectations and dynamic workforces, generative Artificial Intelligence (AI) emerges as a game-changer. Agents are fatigued by mundane tasks, but arming them with automation and cloud-based systems supports the delivery of exceptional, personalised service.

Save agent time at each checkpoint: pre-, during and post-call. Customers and their queries are quickly identified in the queue using Natural Language Processing. From here, customers are automatically routed to the correct agent first-time. Equipped with data-backed AI-generated scripts, agents can easily personalise interactions, anticipate customer needs, and offer tailored solutions. Automated form-filling, quality management and reporting takes place post-call, saving valuable agent time.

Join Martin Taylor, Deputy CEO and Co-Founder of Content Guru, to learn how generative AI can elevate your customer experience, helping you to beat your CSAT high score!

Key Takeaways:

  1. AI's current position in the customer experience landscape
  2. Using AI to improve customer experience
  3. Using AI to improve employee experience
Martin Taylor, Deputy CEO - Content Guru