The new voice of CX: Leveraging conversational AI for customer success

Tuesday, October 11th, 11:00 SGT

Senior leaders in Singapore are invited to join this roundtable luncheon on ‘The new voice of CX: Leveraging conversational AI for customer success’.

An expert moderator will guide the knowledge-sharing event, stimulating discussion between participants in a closed, confidential environment. Attendance is by invitation only and complimentary.

The new voice of CX: Leveraging conversational AI for customer success

What does customer success and satisfaction look like? It’s simple: customers get the answers they need, through their preferred channel, in their preferred language, instantly. Long wait times, added stress, and poor reviews from customers are detrimental to the business.

DTMF and IVR-based customer service technologies have been the same for decades, and the pandemic exposed their shortcomings—the inability to handle exponential volume, support different channels, scale dynamically, or offer personalised services. Also, live agents are costly to train, operate, and retain. Even with fully trained agents, there are challenges of time to respond and quality of service.

Today’s ideal customer experience requires instant responses, self-service options on preferred channels, and bespoke service. However, legacy technology cannot keep up with customer expectations, bearing huge operational costs and no significant ROI. Customer expectations grow further and further out of reach. Changing times warrant a change in strategy and technology.

Gartner* predicts that 1 in 10 agent interactions will be automated with the help of conversational AI by 2026, thus reducing the agent labour cost by $80B. However, today, companies are only at the cusp of implementing intelligent automation for their contact centres, with strides towards conversational AI.

*https://www.gartner.com/en/newsroom/press-releases/2022-08-31-gartner-predicts-conversational-ai-will-reduce-contac

  • What are the major challenges contact centres are facing in recent times? What strategies and technologies are leaders exploring to address them?
  • What trends are shaping the future of the industry? What role will conversational AI play?
  • What are capabilities you look for in conversational AI? How would you measure its success?

Fairmont Hotel Singapore Hotel Swissôtel The Stamford

2 Stamford Rd, Singapore | Google Maps

The Ortus Club hosts knowledge-sharing discussions in the best private dining rooms in the world. These venues provide an elegant high-end atmosphere and impeccable table service.

Join leaders interested in discussing the potential impact of conversational AI on reducing costs and workloads for increasingly overburdened contact centres.

Job titles may include Chief Experience Officer, CIO, Chief Transformation Officer, Chief Digital Officer, and Head, VP, and Director of Contact Centre Transformation, Customer Success, Customer Operations, Contact Centre, Customer Experience, Customer Support, and Business Operations.

11:00 AM: Arrival of guests and reception
11:30 AM: Welcome by The Ortus Club
11:35 AM: Short address from Kore.ai
11:45 AM: Discussion instigated by the moderator and continued by the group over lunch
12:45 PM: Discussion brought to a close and guests are encouraged to continue networking
2:00 PM: Guests normally start leaving

Hosted by Kore.ai

Event Detail

Tuesday, October 11, 2022 11:00
SGT
Singapore

Why attend?