IAOP Outsourcing World Summit

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Arnaud de Lacoste, Chief Marketing & Innovations Officer, Sitel Group
Keynote: Tuesday, February 20, 5 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: bots trainers and bots 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?

Three takeaways:

  1. Find out why data, people and knowledge matter more than AI
  2. Discover how to listen to your data to personalize and be more proactive
  3. See why trust and transparency are keys for a successful botshore strategy
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