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01 Nov. 11:30 - 12:00 | L1 GCI Theatre

Is AI Just a lot of Hot Air, or the Key to Driving Better Customer Experiences?

Presented by Alex Black, Chief Technical Officer at Enghouse Interactive Gartner predicts that Artificial Intelligence will be a mainstream customer experience investment in the next couple of years, with 47% of organisations using chatbots for customer care and 40% deploying virtual assistants. In this session, Enghouse Interactive’s Alex Black casts a critical eye on Artificial Intelligence, robots and social media, discussing the impact - both good and bad - on customer experiences and satisfaction. He’ll question what place augmented reality and the Internet of Things may occupy in the Contact Centre, as well as highlighting some of the key factors that have to be taken into account when introducing new technologies.

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