Like it or not, we are all now living in the world of AI. Generative AI and its related machine learning capabilities are here to stay. Contact centers are already applying the power of AI to transform how they deliver customer experiences via data driven CX that enables seamless, personalized, and often predictive levels of service. However, reaping the benefits of AI for CX is not just about the business and their customers. Agents also stand to benefit from AI and the objective, data-based performance metrics that help guide their (human) behavior for optimal outcomes.
How can human agents and AI work together to create better CX? Join this webinar, featuring CX and customer behavior expert and author, Zhecho Dobrev, to learn 3 easy ways that AI can be a complement to human-led customer interactions. It’s not quite as difficult or intimidating as one might expect.
Here’s a preview of how AI can be applied to drive meaningful CX from first interaction to last:
- Improve the agent soft-skill behaviors that lead to positive sentiment and happy, satisfied customers
- Lift the burden of manual notetaking, on every interaction, for agents
- Foster genuine customer relationships that create brand loyalty thru emotion-led interactions driven by empathy, ownership, and effective questioning
The program is presented by Zhecho Dobrev and hosted by Brooke Phillips.
Zhecho is a Partner at Human2outcome who specialize in changing the behaviors of leadership, middle-management, and those of customers to drive customer-driven and sustainable growth. He is also author of the book “The Big Miss: How Organizations Overlook the Value of Emotions” (Business Expert Press, 2022).
Brooke is a senior product marketing manager at NICE where she is focused on product messaging and positioning for customer engagement analytics and Enlighten AI. Her industry marketing experience includes advertising/media, intelligent transportation services, and business consulting.