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ExCeL LONDON

Mervyn Nichols: Speaking at the Call and Contact Centre Expo

Mervyn Nichols

Diabolocom

The agent, the bot of the future.

The line between bot and intelligent IVR is very thin.
Since the phone remains the preferred channel for customers, how can we help companies optimize their interactions? And how can we ensure an exemplary level of satisfaction when customers are increasingly demanding and impatient? Do we need to integrate bots into customer service? What are the points of convergence between the bot and the smart IVR (Interactive Voice Response)?

- Selfservice
- CRM Integration
- Intelligent IVR

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