Contact Centre Mega Trends: AI Takes over from Cloud as the New Disrupter

This talk looks at how AI technologies are reshaping customer interaction and contact centre management.

In his presentation, Martin Hill-Wilson, Customer Service, Emotive CX & AI Engagement Strategist, shows why we’re at the start of a whole new era of customer service and shares glimpses at how contact centers will change due to AI in the future (and which tools are already available).  Recorded at PlanCon UK 2019.

What you will learn in this video

  • How AI transforms customer service right now
  • How the new Google Cloud Contact Center AI works
  • Get an overview of the vast number of emerging AI use cases in the contact center
  • See how AI is used to improve customer engagement

About the speaker

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Customer Service, Emotive CX & AI Engagement Strategist
Martin is a Customer Service, CX & AI Engagement strategist and facilitator. He provides keynotes, masterclasses and transformation frameworks on omni-channel contact strategy, customer based quality management, emotion management for customer engagement and AI driven customer service.