Beyond the hype: Implementing conversational AI for real results (like Shell did)
From selecting a vendor to sharing results, learn how to implement a result-driven AI project
From supplementing agent workloads to answering customers out of hours, automation plays a critical role in CX – in fact, our 2024 research into the Global State of CX found automation is the number one investment priority for practitioners this year.
Automating CX and service functions, however, comes with challenges.
Catch up with this session from All Access: Future Contact Centers 2024 and hear how Shell implemented conversational AI to help it tackle 1.5 million support tickets per year, while improving customer and employee satisfaction and reducing service costs.
In an interview with event producer Chloe Chappell, Pierluigi Bosco, global B2C CX lead for Shell, explains why Shell chose conversational AI and how CX practitioners should work with vendors on their own automation projects.
