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Best Practices - Seamless Customer Experience: Combining AI, Virtual Agents, and Live Agents


Presented By: CrmXchange

Live Date: September 14, 2021. PLEASE SIGN IN FOR THE RECORDING.

Panelists: Andy Traba, Director of Product, NICE,

Anand Janefalkar , CEO and Founder, UJET, Inc. and

Jonathan Kershaw, Director of Product Management, Vonage

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About the Webcast

In a recent international study, two thirds of consumers said they believe customer service online and via mobile devices needs to be faster and more intuitive.

During this hour you will hear best practices how and when to bring AI, chat, virtual agents, and live agents together to provide an optimal experience for your customers. 

  • How a seamless CX starts before the interaction - using data and context for personalized routing
  • Bonding virtual and live agents for sentiment analysis, automated escalation, and contextual continuity
  • Using Virtual Agent specialization for better resolution on complex issues and inquiries 
  • Where does AI optimize experiences across customer journeys
  • Why next-level digital experiences need intelligence from assisted-service channels
  • How AI powers self-service performance with continuous insights from the voice of the customer

About the Presenters

Andy Traba, Director of Product, NICE

Andy is a Director of Product who helps premier brands have better conversations with their customers. As an innovator in the field of Behavioral Analytics, Andy has been instrumental in the creation, go-to-market strategy, and evolution of personality-based products that decode the chemistry of conversations. His focus on creating products that analyze, learn, and predict behavior has enabled enterprises to improve business results through more productive and positive interactions. Outside of the corporate world, Andy is a tech junky, father of twins, and sports handicapper.

Anand Janefalkar , CEO and Founder, UJET, Inc.

Driven by a passion for better business results through more natural communication, he started UJET to modernize the Contact Center by addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with changing human interaction landscape.

Anand has extensive experience with personal mobility and consumer communications, having served in key roles at both Motorola and Jawbone, and as an advisor for several technology businesses in the Bay Area. He holds a Bachelor of Engineering in Electronics from Mumbai University and a Master of Science in Telecommunications from Southern Methodist University.

Jonathan Kershaw, Director of Product Management, Vonage

Jonathan joined Vonage in 2017 as Director of Product Management, where he oversees support of the Company’s product portfolio through messaging, collateral and education of the sales and implementation teams. In his role, Kershaw is focused on software delivery and value methodology from integrations with Salesforce, and other leading CRMs, which enable richer insights into customer behaviour and empowers companies to build better relationships with their customers.

With a proven track record of delivering value driven solutions through deep understanding of business and technical requirements, Kershaw has more than 25 years of experience as a product and presales specialist.

Prior to joining Vonage, Kershaw held leadership positions with Rant & Rave (now Upland) and eGain Communications.

Kershaw has a Mathematics Degree from the University of St. Andrews and holds a patent for text categorization and sentiment analysis.