Customer Service Peer Group Meeting 

Artificial Intelligence-Powered Tools and Robotic Process Automation Applications for the Contact Center 
February 15, 2018 09:00 AM - 03:00 PM 
Learn about AI and RPA technologies for assisting agents and automating service to increase contact center productivity and improve the customer experience. 

Automation is one of the hottest topics in customer service today and – due to the promising potential it holds for enabling better customer experience outcomes at a lower cost – it is certain to remain so for the foreseeable future. A confluence of developments in computing power, data abundance and advanced machine learning algorithms has created a new class of accessible tools and capabilities for leveraging artificial intelligence (AI) that are capable of delivering successful automated service experiences at scale (either for customers directly or to assist live agents) . Robotic process automation (RPA) is another class of technology that holds promise as a way to eliminate routine and mundane service tasks, freeing up the capacity of human staff for more value-added activities. As a result of the emergence of these automation tools, many believe the implications for the future of customer service delivery could be very significant (e.g. the Gartner research organization has boldly predicted that 85% of all customer interactions will no longer be managed by humans within a few years).

Join us for this Customer Service Peer Group session to learn about the current state of AI and RPA capabilities and use cases in customer service applications. We'll hear the perspectives of subject matter experts from three leading solution providers that are leveraging AI and RPA in their products for contact centers, including IBM (Watson suite of AI-enabled tools), eGain (chatbots, reasoning, and analytics), Interactions (intelligent voice virtual assistants and voice biometrics) and Verint Systems (robotic process automation). Following the presentations, the panel of subject matter experts will return to the stage for a Q&A conversation where you'll have the opportunity to ask your AI and RPA-related questions, as well as to share and learn about the AI experiences of fellow participants.  

Agenda Items:
9:00 AM Opening Remarks and Plan for the Day (webcast available)
9:15 AM Expert Perspective on AI in Customer Care: IBM Watson (webcast available)
  Atul Gupta – Vice President and Practice Leader, Global Cognitive Customer Care – IBM Services
10:00 AM AI Application: Voice Virtual Assistants – Interactions (webcast available)
  Mary McKenna – Director, Product Management
10:45 AM Break (not webcast)
11:00 AM AI Application: Messaging Virtual Assistants/Chatbots – eGain (webcast available)
  Sam Hahn – VP, Engineering/Technology; Kurt Van Dyn Hoven – Director, Digital Transformation
11:45 AM Lunch (not webcast)
12:45 PM Expert Perspective on RPA in Customer Care: Verint Systems (webcast available)
  Craig Seebach – VP, Enterprise WFO Business Strategy
1:30 PM Break (not webcast)
1:45 PM Q&A Conversation with SME Panel (not webcast)
2:30 PM Member Company Experiences with AI-Enabled Tools and RPA (not webcast)
2:50 PM Wrap Up (not webcast)
3:00 PM Adjourn (not webcast)
Gordon Dining and Event Center, Second Floor 
Betsy Golomski, 608-262-1145, 

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