Join us for an unforgettable dinner experience with fellow CX leaders at a Michelin-rated restaurant.
The adoption of AI has profoundly transformed the CX landscape in the contact center environment. By eliminating routine tasks, AI allows human agents to focus on complex and nuanced challenges, ultimately enhancing the quality of service. Leveraging predictive analytics and insights has enabled personalized CX, tailoring interactions based on customer behaviors and preferences.
However, AI can also lead to a lack of human approach, empathy, and emotional intelligence, as well as data privacy and security concerns. Inaccuracies in issue resolution, absence of human intelligence, ESG and energy concerns, and the possible displacement of jobs traditionally performed by humans.
In this roundtable discussion & dinner, we will collectively share views on the role of AI in the CX space. We will address the power and risks of AI, exploring strategies to navigate more responsibly and ethically.