Dylon MillsJacada Product Marketing Director Click to read more...
Steve HurstEngage Business Media Editorial Director Click to read more...
Accelerating Customer Experience Utilising Digital Adoption and NLP
date: 5th october
Organisations are investing millions in digital self-service solutions. Despite this digital investment, customers are bypassing self-service and still picking up the phone. The result? Low digital adoption and high call volume. In fact, statistics show that up to 82% of interactions still end up in the contact centre. Join us to learn why and how you need to drive digital adoption across your entire customer base and finally realize the benefits of your self-service investment while improving the customer experience.
In this roundtable we will be discussing how voice callers can be diverted to a personalised and digital self-service experience, resulting in call reduction by at least 10%. We will be sharing client use cases and actual results from Turk Telekom, Leumi Card, a Fortune 50 software company, and a Fortune 100 Insurance company.
Key discussion points include:
- Utilizing Natural Language and Artificial Intelligence to understand customer intent
- Channel pivoting voice callers to the digital channel while improving customer experience
- Providing a conversational experience blended with a traditional flow driven approach
- Eliminating the customer’s reluctance to self-serve