Delivering a superior omnichannel service experience has always been important.
Eighty percent of companies plan to deploy some type of AI-based chatbot or conversational assistant in 2020 (Gartner). Increasingly, customers today are shifting to digital channels such as web chat, SMS, and social messaging apps to communicate with companies, increasing the strain on companies’ contact center operations. Conversational virtual agents – chatbots, voicebots, and virtual assistants can reduce contact center operational costs, free up agents to work on higher-value tasks, and improve customer experience.
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 chatbots and virtual agents can offer assistance – not only to reduce agent workloads, but also to improve customer experience!
Interactive Media is a leading provider of omnichannel conversational virtual agents. Based in Italy and with offices in the United States and Brazil, Interactive Media powers hundreds of millions of conversations a year on several verticals and across all channels. Interactive Media fully integrates with SAP Contact Center 365, including the ability to “fall-back” virtual agent conversations to a live agent when necessary.
What to expect from this session:
A glimpse at how AI-based conversational agents can reduce contact-center operational costs, improve handle time, increase first contact resolution (FCR), and improve customer experience.
Tangible understanding of how to add digital channels (such as SMS, WhatsApp, Facebook Messenger, Viber, Telegram, and others) to your contact center.
A look at how to automate these digital channels using chatbots and virtual agents, and how to "fall-back" automated conversations to a live agent when necessary.
Livio Pugliese President and CEO- North America Interactive Media
Johnnie Wilkenschildt Product Management - SAP Contact Center 365 SAP Digital Interconnect
John Burton Product Management - SAP Contact Center 365 SAP Digital Interconnect