A recent study by Morning Consult revealed that consumers embrace AI in customer service only when it leads to resolution of their inquiry. This should come as no surprise, yet the prevalence of “Doom Loop” self-service bots suggests that organisations have a lot of work to do to win the trust and confidence of customers.
Join our roundtable lunch for leaders in the Adelaide CX community, where we’ll discuss strategies to improve resolution as a key driver of customer retention and satisfaction. We’ll cover:
- the importance of “right to connect” with a human
- AI-intent routing to ensure the best-suited agents are assigned to solve specific issues
- using AI behind the scenes to empower agents with real-time knowledge and suggestions to drive resolution
- why data security is essential to trust, giving consumers the confidence to interact with bots.
Proudly sponsored by Zoom.
This event will be repeated for Customer Leaders in Brisbane on Oct.15.
Note: We regret that vendors and consultants cannot register for this event, which is designed for senior CX leaders at medium to large businesses and Government.
