Nancy Jamison, Principal Analyst, Frost & Sullivan

Karen Inbar, Marketing Director, NICE Advance Process Automation Solutions

The AI revolution has come to customer contact and for good reason. Automated assistance in the background and alongside employees has substantial benefits that can impact the entire enterprise. Yet, recent fearmongering would have us think that vast swaths of jobs or functions are being taken over by robots to the detriment – rather than betterment – of mankind. However, rather than see workers pushed aside, with smart automation we’ve witnessed substantial benefits from the reduction in errors or even soporific mental effects forced on workers doing mundane and repetitive tasks. The inclusion of smart-assisted automation technology enables quicker more responsive and information-rich handling of customer interactions, with greater accuracy while maintaining the human touch. 

You’ll hear Nancy Jamison, Principal Analyst at Frost and Sullivan discuss how to bring diversity to the digital workplace and enable workers and their digital counterparts to work in harmony. Examples and uses cases on how to enhance the effectiveness of agents, reduce interaction handle time, improve customer satisfaction, and increase workforce engagement will be shared. 

In this session you will get tips on: