Metrics That Matter: Evaluating Gen AI-powered Conversational Bots
How to evaluate the effectiveness of your conversational bots
Join Toby Braun from Sprinklr for an interactive fireside chat with CX leaders about how AI is evolving self-service
Taking place on April 18, 2024, this fireside chat is designed to enable sharing and discussion with peers.
Customers are increasingly turning to digital channels to address their queries and a big part of that puzzle has been the effectiveness of conversational chatbots to address queries. In the past, we’ve spent a lot of time discussing how bots can deflect queries, alleviating some of the burden overwhelmed contact center teams face. With Gen AI entering the picture, it’s time we relook at the whole dynamic.
Key areas to be covered in this interactive session include:
- Understand the impact of Gen AI on customer service
- Evaluate traditional metrics to measure effectiveness of bots
- Learn a new framework to create bots your customers will actually use
Generative AI applications in customer service are growing strong, giving rise to ample excitement alongside some challenging questions. In such a rapidly changing market, how can contact centers keep up? Which use cases are AI appropriate? And how can companies make sure they’re utilizing it in a way that’s just right for them and their customers?
Join our interactive session to discuss how to evaluate the effectiveness of your conversational bots and learn a new framework to achieve the same.
Speakers
Sirte Pihlaja
CEO
Shirute
Sirte Pihlaja (CCXP, Trained LEGO® Serious Play® Facilitator) is one of Europe's first CCXP-certified CX professionals. She has been selected for the TOP33 Inspiring Women in CX to Follow list, as a TOP150 Global Customer Experience Thought Leader and in the CX Hall of Fame. Sirte has over 25 years of international experience in customer and employee experience development and service design, producing creative solutions for customer experience management, research and the use of customer data.
Hussein M. Dajani
Ex Partner and CMO
Deloitte Digital Middle East
During his 21+years career, Hussein has been able to demonstrate astute leadership, career growth, corporate success, strategic thinking as well as building a personal brand – all of which were achieved by working for great companies & with great talents.
Gregorio Uglioni
Head of Business Transformation
Kantonsspital Winterthur
With a proven track record of driving business and digital transformation and achieving measurable results, Gregorio is a dedicated and results-oriented professional with expertise in business strategy, business and digital transformation, customer experience, and leadership.
Chris Booth
Product Owner - Machine learning and Insights
NatWest
Chris Booth is a product owner for NatWest Group’s artificially intelligent agent: Cora. His is observing emerging technologies, creating a roadmap of experiments to bring into production and deliver value to the group. In particular, Chris focuses on natural language processing, bayesian graphs and real time inferencing architecture. Chris is also a founding member of the AI Ethics panel within Cora. Before NatWest, Chris consulted various FTSE 500 companies in the AI space, operated a startup and was a software testing engineer, testing new weapon systems for the Eurofighter typhoon in the Royal Air Force.
Toby Braun
Solutions Specialist
Sprinklr
Energetic and passionate solutions consultant with experience in mapping business problems and technology into workable solutions in the Enterprise Software, Artificial Intelligence (AI) and Contact Center sector. I believe motivation and the drive to learn are key to success.
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