Summary

Telcos and utility brands rate among the lowest industries for CSAT. As they continue to fight against customer churn – the pandemic, recent series of natural disasters and political crises are complicating efforts further. Call centres are inundated. Brands have had to adjust their service levels almost overnight to ensure their CX is intact.

AI can play a significant role here. Multiple conversations can be resolved simultaneously, 24-7 and with an added bonus of reduced emotional strain on contact centre agents. We know that:

  • 81% of all customers attempt to take care of issues themselves before reaching out to a live employee
  • 79% of millennials are more inclined to purchase from brands that provide a mobile-responsive customer support portal
  • In certain industries, 70% of conversations can be automated. 

Not all AI powered self-service however is effective at helping customers. So what makes a great self-service experience? What are the signs of a poorly executed technology offerings? Are customers clear on the path to contact a live customer support team when necessary?

Through AI conversational commerce, brands can also nurture ongoing 1:1 relationships at scale. They can serve content and make offers, driven by the customer insights. This is an opportunity for brands to interact in positive ways throughout the customer lifecycle – and grow revenue. 

Join LivePerson and other thought-leading peers to discuss how brands adopting Conversational AI have not only made personalisation scalable, but have seen increases in engagement by 20% or more. 

Discussion topics:

  • How can we deliver a more humanised digital experience to improve CX and operational efficiency? 
  • What does your roadmap for warm commerce (generating sales from care) look like? 
  • What models have you seen work in helping contact centre employees adapt to additional stress and workload

 

Speaker: Harm Ellens, Principal Consultant APAC, LivePerson

 

Harm Ellens is LivePerson’s Principal Consultant in the Asia-Pacific region. He advises organizations on the trustworthy and economical deployment of messaging, automation, and artificial intelligence (AI). His work covers both private industry and public service. Harm is the Chairman of the Industry Advisory Committee at the School of Mathematics at Melbourne RMIT, represents Australia in the establishment of global AI standards through the International Standards Organization, and performs voluntary leadership roles in a number of community organizations.

Agenda

Thursday 23rd June 2022
11:00 SGTWelcome and Introductions
11:10 SGTDiscussion questions
11:55 SGTClosing remarks
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