Virtual Roundtable on The Evolution of Digitalization

Moderator:
Colin Crowley, VP Customer Service, Maven Clinic

Abstract:
In a world where companies are trying to understand the balance between what responsibilities are left to human beings and what responsibilities are left to machines, an either/or mentality quickly develops, as people gravitate towards their various sides – and nowhere is this more poignant than in today’s contact centers. Perhaps, however, the divide is not so cavernous as we think and that more focus should move from AI to that other, less controversial “A ”concept – automation – which empowers humans rather than replaces them.

Key Take-Aways:

• Insight on the distinguishing features between automation and AI
• Examples of how automation can be used in contact centers to streamline processes and processes
• Best practices for using automation to enhance the human experience and serve as a stepping stone to acceptance of other technologies, like AI