According to Deloitte our world is now clearly defined not as “human vs. machine”, or even “human+machine”, but rather as “human with machine.” Most businesses are in the early stages of recognizing the full opportunity of ML (machine learning) and AI (artificial intelligence) to drive real value and measurable ROI in their day to day processes. The contact center, however, is an exception.

This session will take a look at AI-driven analytics and behavioral models specifically built to improve CX and customer satisfaction in the contact center. The ability to capture, analyze and measure every single customer interaction has never been greater – or more necessary. Machine learning enables brands to measure the KPIs such as sentiment, call length, and, average handle time (AHT), that impact overall CX.

 This session will provide you with 3 takeaways about how AI-driven data enables better CX:

- ability to improve overall agent performance via behavioral analysis

- ability to improve coaching effectiveness and performance

- ability to identify root causes and capture relevant insights for complete performance.