Improve Customer Experience with Chat-bots and Virtual Agents

Chat-bots and virtual agents can reduce agent workloads and improve customer experience.

istock 1179185362
iStock

With the current situation causing many organizations to close their physical contact center offices and move agents to a work-from-home model, overworked agents need as much help as they can get.

This is where chat-bots and virtual agents can offer assistance - not only to reduce agent workloads, but also to improve customer experience. Join experts from SAP Digital Interconnect and Interactive Media in this exclusive webinar.

Here’s what you’ll learn:

  • How AI-based conversational agents can reduce contact-center operational costs, improve handle time, increase first contact resolution (FCR), and improve customer experience.
  • How to add digital channels (ie., SMS, WhatsApp, Facebook Messenger, Viber, Telegram, and other social channels) to your contact-center. 
  • How to automate these digital channels using chatbots and virtual agents.
  • How to “fall-back” automated conversations to a live agent when necessary.

Expert speakers include:

  • Johnnie Wilkenschildt , Product Management, SAP Contact Center 365, SAP Digital Interconnect
  • John Burton, Product Management, SAP Contact Center 365, SAP Digital Interconnect
  • Livio Pugliese, President and CEO, North America, Interactive Media

Watch the webinar.

 

Copyright © 2020 IDG Communications, Inc.