Topic:
Engaging AI to Streamline the CX Journey – Utopian Concept or Pragmatic Solution?

Moderator:
Joe Russo, Assistant Vice President, Automotive Services, ERS Contact Center Operations, AAA – The Auto Club Group

Abstract:
Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings. The design and implementation of these channels can prove less intuitive than we may initially perceive. This discussion will walk through real-world examples of design challenges and customer experiences to highlight the importance of the human element in self-serve channels.

Key Take-Aways:

• Business rules affect design challenges and channel containment rates
• CX differentials between channel of choice and forced throughput
• AI assisted cost reduction can coexist with positive customer experience
• Metrics that matter