Conversational AI has enormous potential in contact centers to improve service efficiency, reduce costs, and free up agents for more value-added tasks. Customers benefit from 24/7 support through enhanced self-service capabilities. According to CX Network's Global State of CX 2024 report, 42 percent of CX professionals prioritize investing in automation for CX and service.

As the technology rapidly advances, contact center professionals are often learning by doing and must take extra caution to avoid mistakes. The busy vendor market offering various conversational AI solutions can make choosing the best partner challenging.

Shell's B2C business handles 1.5 million support tickets per year, with many of these tickets coming in outside of regular business hours. When the oil and gas giant decided to implement conversational AI, the goal was to improve customer and employee satisfaction (CSAT and ESAT) while reducing service costs. The AI solution now efficiently handles out-of-hours requests, ensuring customers receive faster responses anytime, anywhere, and allowing employees to focus on more complex tasks.

Pierluigi Bosco, Global B2C CX Lead at Shell will join us to explain how Shell chose its vendor and ensured successful implementation.

Attendees to this session will learn:

• Why Shell implemented conversational AI: Discover the key opportunities for conversational AI in the contact center and learn about Shell's successes so far.
• Challenges in implementation: Gain insights into securing stakeholder buy-in, managing expectations, and navigating the learning curve.
• Choosing the right partner: Learn strategies for selecting the most advantageous conversational AI solution for your contact center.