The Practitioner’s Guide to Conversational AI: What Call Types You Should Automate

On-Demand Webinar: Recorded October 23, 2019

How do contact centers get started with conversational AI? Implementing intelligent virtual agents that can handle customer queries from beginning to end may seem like a great idea — but for many contact center leaders, it also sounds like a daunting process.

The good news is there’s no need to overhaul your contact center infrastructure. Conversational AI works with your existing systems to automate repetitive interactions and deliver a seamless self-service experience.

Join Brian Cantor, Principal Analyst at CCW, and David Gwartney, Lead Machine Architect at Avaamo, on-demand as they discuss:

  • The best call types to automate in the contact center
  • The importance of conversational design and its impact on CX
  • Setting performance metrics for your virtual agent

Brian Cantor
Principal Analyst
CCW Digital

Brian is the Principal Analyst for the Customer Management Practice at CCW. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives.

David Gwartney
Lead Machine Architect
Avaamo

David leads the team of Machine Learning Solutions for Avaamo, in addition to providing business solutions, technical guidance, and virtual assistant education for strategic accounts deploying the Avaamo conversational platform. David’s software experience spans nearly 30 years having worked in a variety of industries including Aircraft Design, Data Warehousing, Gaming, Semiconductor Testing, and Systems Monitoring (IT and industrial systems).

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