AI in the Contact Centre: Friend or Foe? 30th April
April 30, 2025
On 30th April, Teleperformance will host an insightful roundtable discussion titled “AI in the Contact Centre: Friend or Foe?” This event will bring together industry leaders, customer experience professionals, and technology experts to explore the multifaceted role of Artificial Intelligence (AI) in contact centres. Participants will engage in a dynamic conversation about how AI can transform customer service operations, as well as the potential challenges that may arise in its deployment.
Key Discussion Topics:
- AI as an Enabler of Efficiency:
Attendees will discuss the various AI technologies available, such as chatbots and virtual assistants, and how they can help streamline operations. Participants will share case studies that illustrate how these innovations have successfully reduced wait times and allowed agents to dedicate more time to complex queries, ultimately leading to enhanced customer satisfaction.
- Balancing Automation and Human Touch:
A critical conversation will focus on integrating AI without compromising the essential human interaction that strengthens customer relationships. Experts will share strategies for utilising AI for basic inquiries while ensuring that skilled agents are available for more nuanced interactions.
- Data-Driven Insights:
The roundtable will explore how AI can leverage customer data to generate actionable insights that improve service delivery. With the aid of predictive analytics, businesses can anticipate customer needs and tailor their responses. The discussion will also encompass the importance of ensuring data privacy and compliance within the framework of UK GDPR regulations.
- Training and Change Management:
A significant area of focus will be the challenges associated with training staff to work alongside AI technologies. Participants will share best practices for fostering a culture of adaptability and innovation in contact centre teams, ensuring that agents are equipped to thrive in this new landscape.
- Addressing Concerns and Resistance:
The roundtable will also address common concerns surrounding AI, including potential job displacement and the capacity of AI to handle complex customer issues. Participants will discuss the importance of transparency in AI implementation to foster acceptance and alleviate apprehensions among staff and customers.
- Future Trends in AI for Customer Service:
Finally, attendees will engage in a forward-looking discussion about emerging AI technologies like natural language processing and machine learning, and how these innovations are expected to reshape the contact centre environment in the years to come.
A heartfelt thanks from the CXA team to Teleperformance for sponsoring this timely roundtable
Please register HERE is you are interested in attending:
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