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Best Practices Roundtable – Seamless Customer Experience - Combining AI, VA with Live Agents


Presented By: CrmXchange

Live Date: September 15, 2022. PLEASE SIGN IN FOR THE RECORDING.

Panel: Paul Shouse, Vice President of Sales, APA, NICE,

Frank Schneider, VP, AI Evangelist, Verint, and

Kevin Chang, Product Manager, Automation Services, Cresta

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About the Webcast

Customers reap the benefits of blended bots and agents; the combination leading to better experiences for customers as well as reduced service costs. During this webcast we will discuss the newest best practices and solutions which provide the greatest potential to enhance your customers relationships with your organization.

A few items we will discuss:

  • The importance of a singular workforce across channels, automation, and agents
  • The value of treating virtual agents like human agents
  • How to expand value through blended support 
  • Using AI to strike the right balance between virtual agents and AI-assisted live agents
  • How to use AI to design an effective blueprint for virtual agents 
  • How to unleash agents' superhuman abilities on every interaction

    Join us for a lively roundtable.  Get your questions ready!

    About the Presenters

    Paul Shouse, Vice President of Sales, APA, NICE

    Paul is a veteran of the SaaS industry having served as VP of Sales within Digital Transformation Software solutions including Cybersecurity, Workforce Management and AI for  startups as well as large publicly traded organizations. He has extensive experience within numerous verticals. Paul is a member of the Texas Oil & Gas Roundtable, AESC, IADC, SPE and past President three-year term of Texas Offshore Performance Powerboat Squadron (a 501c non-profit charity). 

    Frank Schneider, VP, AI Evangelist, Verint

    Frank is focused on educating customers and the market about the benefits of AI at Verint including IVA, conversational AI & DaVinci™. He is a teacher-researcher at heart who has a curiosity for innovative technology and ideas that solve real world business challenges. Frank comes to Verint by way of Verint’s recent acquisition of Speakeasy AI where he was co-founder and CEO. He is a recognized industry leader and speaker on AI, automation, CX, contact center technology and the future of work. He has 10+ years of experience consulting and leading cloud & digital business transformation initiatives across intelligent automation.

    Kevin Chang, Product Manager of Automation Services, Cresta

    Kevin comes to us from Google's Contact Center AI (CCAI) team and has been enthralled by the growth of conversational AI technologies ever since his first chat with the bot SmarterChild.