To say AI is THE buzzword for 2020 would be an understatement. Many organizations over the past year are forcing POCs with their first deployments of AI and often they are IT lead deployments that have not had an impact on the contact center as promised. In this session, you will hear about real-world implementations for AI-based technology in the contact center and how others have approached deployments of AI to deflect contact volume, reduce costs and improve the customer and agent experience.

Key Take-Aways:

• Insights on why as many as 50% of AI projects failed in 2019, and what you can do to avoid these pitfalls in 2020
• Guide to how your company can approach contact center deflection based on a real-world implementation, and how this cost savings initiative ultimately morphed into a CX solution
• Blueprint of why RPA to improve agent efficiency has been the most successful AI use case to date
• Key findings of how emerging AI platforms driving real improvements that you probably haven’t heard of…yet