SXSW 2022

AI: More Intelligent Humans, Less Artificial Bots

Description:

There are many hypotheses surrounding the future of customer service agents -- “blended agent” models (combining voice and email channels, for example) are being piloted to some extent; AI investments are increasing with the promise to offload repetitive processes for agents to take on more meaningful work. This panel aspires to make an informed projection of the Future of the Customer Service Agent Experience, guided by research and a discussion from the people that will shape it -- BPOs who staff and train agents, contact center executives responsible for business outcomes, and agents themselves.

Other Resources / Information

https://khoros.com/blog/3-tactics-volume-spike-contact-center, https://khoros.com/blog/chatbots-art-of-the-possible, https://khoros.com/blog/enhance-customer-service-with-ai, https://khoros.com/blog/improve-csat-nps-ces-scores

Takeaways

  1. How automation has changed CX within the past year, and why it matters for businesses to pivot service and call center operations.
  2. How agents’ work is changing, performance is being measured, and professional satisfaction is shifting due to automation.
  3. Identify if companies and leaders should rethink the way contact center labor functions and what values agents are providing to customers.

Speakers

  • Gijs van de Nieuwegiessen, VP of Automation, Khoros

Organizer

Mandy Mayekawa, Communications Manager, Khoros

Meta Information:

  • Event: SXSW
  • Format: Panel
  • Track: Tech Industry
  • Track 2 Advertising & Brand Experience
  • Level: Intermediate
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