Digital CX & the contact centre: AI, chatbots, live chat & knowledge management
Chris Ezekiel, Founder & CEO, Creative Virtual
Digital CX initiatives that ignore the contact centre are doomed to fail, creating expensive silos that damage the customer experience. By contrast, successful digital CX strategies combine online and the contact centre to provide customers with easy access to consistent service and support via the channels they want to use at any given time. Chris outlines the essential components of AI-driven digital transformation in the contact centre, from centralising knowledge management to integrating chatbots and live agents plus combining AI with human curation and feedback loops. Drawing on experience and calling up live demos, Chris will explore how the AI-enabled contact centre can drive your CX performance.
Chris Ezekiel has been working in the world of virtual assistants since 2000 and founded Creative Virtual in November 2003. Employing his technical and entrepreneurial skills, and through the development of the enterprise level V-Person™ technology, he has established Creative Virtual as one of the world’s leading providers of virtual agents and chatbots. Today Creative Virtual’s virtual agents are having over 60 million conversations per year, and the company was honoured in 2017 with the prestigious Queen’s Awards for Enterprise in the category of Innovation.