January 30 – February 1, 2018
1395 Brickell Avenue
Miami, FL 33131
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Arnaud de Lacoste, Chief Marketing & Innovations Officer, Sitel Group
Keynote: January 31 at 3:45-4:15 p.m.
Botshore – Imagining the future of customer relationships
Imagine AI coinciding with an evolution of customer relationships and the appearance of new trades – it’s closer than you think. Conversations are already being initiated by bots and continued by agents. This man-machine cooperation will multiply and new roles will undoubtedly emerge: bot trainers and bot managers with real customer experience knowledge. These new roles can supervise dozens of bots in parallel and intervene in case of an obstacle. This learning process feeds the AI engine, but what does this mean for the contact center industry and the future of your customer relationships?