In order to deliver best-in-class customer service, every company must balance their contact center technical support costs while still resolving customer issues quickly and improving service quality over time to increase business throughput. One common area of focus is on self-service deflection rates and reducing the number of low value, and highly repetitive, interactions that agents receive. In this webinar you will learn about how companies are currently thinking about, and measuring, deflection rates across their customer service interactions. You will see how Artificial Intelligence (A.I.) is quickly delivering significantly better deflection rates across a variety of use-cases and channels of engagement. Finally, you will see real-world examples of where A.I. was implemented to reduce the burden on live agents and the business outcomes achieved.
VP Research, Technology and Social, TSIA
Director, Customer Engagement Technologies, LogMeIn
Publish Date: February 22, 2018
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