Finding the Balance of Agents & AI in APAC
Join our 'automate to elevate' masterclass to learn how AI solutions can bolster agent teams and ultimately, increase customer happiness - one person at a time
This webinar will discuss how modern contact centres armed with the right AI solutions can adapt and flourish across channels to reduce customer response times and optimize customer journeys while also reducing costs, and even increasing revenues.
It seems counterintuitive to say, but we believe that artificial intelligence (AI) doesn’t lessen humanity, it facilitates it. When deployed thoughtfully, AI stands as a breakthrough resource for facilitating more efficient, gratifying human interactions — making it possible to not only meet consumers’ rising expectations at scale but to exceed them.
This webinar will be a conversation about how modern contact centers armed with the right AI solutions can adapt and flourish across channels to reduce customer response times, optimize customer journeys, reduce costs and even increase revenues.
Learn about how the time is now for businesses to 'automate to elevate' customer experience with AI. Because when AI is leveraged with the purpose to supplement humans, not replace them entirely, customers can enjoy intuitive and personalized experiences like never before.
Key takeaways:
- Agent assist - augmenting the intelligence and skillset of staff members
- Conversational analytics - actionable customer insights from unstructured data
- Smart routing - ensuring the most positive, relevant connections
Your Speakers
Christopher Connolly
Global head of Modern Care Solution Marketing
Sprinklr
Chris currently leads the global Product Marketing team at Sprinklr, responsible for Applied AI in Customer Care and Self-Service automation. Chris has 20 years of global experience working in the field of CX; specialising in voice and digital platform implementation. He has provided strategic advice to companies in North America, South America and across Asia-Pacific, with a focus on Financial Services, Government and Retail sectors. Chris brings a wealth of practical knowledge and hands-on experience from his time at Genesys, Dimension Data and Commonwealth Bank. Notably, Chris has been awarded 8 patents for customer experience related innovations!
Taj Anwar
Vice President, National Operations Head
Vodafone Idea Ltd.
Taj currently leads Customer Experience and Partner Operation Management for VI; focusing on social media, chat and email. He is a CX industry veteran with 16+ years of rich experience leading various elements of customer service functions at a National and Regional level. He is a Certified Six Sigma Black Belt professional, and leverages an in-depth understanding of data analytics to drive various process, cost and service improvement projects. He has been honored with awards such as: National Best TQM Project, National Award of Driving Customer centricity, Best TTSL Training Manager and Team Nationally.
Sonia Chinna
Senior Manager, Social Media Care
Swiggy
Sonia heads Social Media Care across platforms for Swiggy Customers, Restaurants and Delivery Partners. Having over 13 years of experience in the space - across diverse B2C businesses - she combines a deep understanding of the business, platforms, and operations. Sonia carries a good mix of experience with traditional services as well as new age start-up, which helps her bring the right balance of innovation and tribal knowledge into any customer experience team. In addition to her work, she also mentors fellow customer service practitioners from other Indian start-ups!
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