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How are Voice AI Experiences Redefining World’s Best Contact Centers?

World’s leading enterprises are using conversational AI to rise above the frustrations from IVR and stop the user from pressing 0 for a live agent. Join this session with Robert Smith as he walks you through best practices and principles around designing an intuitive, human-like voice experience.

Discussion topics:

  • What is the significance of voice in the contact center automation?
  • Why do voice experiences continue to underdeliver?
  • Best practices to design human-like voice experience
  • Benefits delivered to customers, agents and company

Robert Smith
Senior Machine Learning Engineer

Robert Smith is a Sr Solution Architect  for Contact  Center AI at Avaamo. His primary goal is to design Contact Center Ai solutions to achieve customers’ contact center automation outcomes. 


His background includes hands-on experience with  contact center Ai and other cognitive technologies, along with analytics, big data, integration, and search. This experience helps him to see how it can all work together, to best ensure successful solution deployment, as well as growth.

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10:00 a.m. PDT

Contact Center AI Strategy: The Art and Science of Measuring Automation ROI

Most contact center automation has not resulted in tangible ROI. Contact center leaders must avoid costly mistakes such as applying traditional contact center metrics to the automation strategy. In this webinar, Skand Bhargava will demystify the ROI for contact center automation and share what to measure and what not when assessing automation ROI.