Welcome and AI 101
Jake Beyer, Director of Customer Care, EDCi
KEYNOTE SPEAKER – The Race is on! How Technology is Pushing Horizons of Customer Expectations
Oliver Buechse, Founder of My Strategy Source and co-Founder of Advancing AI Wisconsin
Session Description: A wave of new technologies, including AI, Natural Language capabilities, Advanced Robotics, and Next Generation Expert Systems will become increasingly accessible to businesses of all sizes. They may arrive stand-alone or packaged in solutions like Virtual Assistants and Free Moving Service Bots.
These technologies will push customer expectations regarding the sales and service interactions they are having with companies. These expectations will change along three horizons:
1. Customers will assume that the business has a wealth of accessible knowledge, about products and alternatives, issues, resolutions, and recommendations, but more importantly about the customers themselves.
2. Customers will demand responses and response times that evolve from reasonable to real time and ultimately towards anticipatory.
3. In this world of available knowledge, customers will expect that companies reliably secure all of that information, create ethical boundaries for its use, and allow the customer to define choices along a spectrum of how the information is being applied to them.
In a final horizon we may see the convergence of all three trends into a transfer of the customer service interaction away from the business/organization towards a customer controlled, multi-capability virtual assistant. Businesses and organizations will have an opportunity to differentiate themselves along these horizons, especially in the early stages of adoption. Some businesses may be able to successfully carve out contrarian service models but most will be forced into a race towards adoption, which will in turn accelerate the pace of changing customer expectations.
How will you position yourself for this race?
11:00-11:15 AM – BREAK
11:15 AM – 12:00 PM
IBM Watson – The New Face of Your Call Center
Steve Choquette, Watson Offering Manager for Strategic Partnerships, IBM
Session Description: Today’s digitally connected, always-on consumers demand unprecedented levels of 24 x 7 x 365 customer service. 80% of routine customer questions can already be handled by chatbots. And yet, most call centers are slow to respond due to aging technology and processes that rely solely on Interactive Voice Response Systems (IVR) and human agents. Investing in AI technology can upskill your agents, and streamline how you engage with customers, partners and employees. In this talk, learn how industry-leading Watson AI solutions can help.
12:00-1:00 PM – LUNCH
1:00-1:15 PM – TECH UPDATE
Analyzing and Shaping Customer Journeys
Paul O’Dwyer, Genesys
Session Description: When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results.
Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalize journeys and use feedback to continuously tune your analytics to achieve desired business outcomes.
2:00-2:15 PM – BREAK
AI in the Contact Center
Session Description: Rapid advancements in AI technology is opening opportunities to improve how your customers experience contacting you. In this presentation, Matthew will review how Artificial Intelligence is being used to reduce customer calls and improve customer satisfaction.
People Still Matter – Attracting, managing and retaining talent in a world with AI
Chad Kopitzke, founder of NeXtGen Advantage
Session Description: The age of AI is here, and our workforce must change with the times. What are the current problems that exist in the hiring world today? And how can we continue to value people as artificial intelligence infiltrates many of our systems? Learn how to invest in your talent and identify ways to utilize human skills and passions even as AI takes over their tasks.
3:45-4:00 PM – CLOSING REMARKS
Happy hour and networking