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Artificial Intelligence in the Contact Center - Tech Tank


Presented By: CRMXchange


Eastern Daylight Time (New York, GMT-04:00)

Panelists: CallMiner, Creative Virtual, NICE

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About the Webcast

 ln the battle to achieve business differentiation by improving customer experience, artificial intelligence has become vital.  As organizations work to implement digital transformation initiatives around AI, automation and customer self-service, the contact center must play a key role to avoid creating silos that will damage the customer experience. The power of Al is personalization and contextual intelligence at scale.

-- Get an inside look at how Creative Virtual’s intelligent solutions help contact centers build better relationships with customers through centralizing knowledge management, integrating chatbots and live agents, and combining AI and human input.

--CallMiner will show how data insights are used to improve first-call resolution, reduce customer churn, and increase agent skills. They will also share 5 practical prediction applications of artificial intelligence in the contact center. 

--NICE Nexidia uses AI to decrease time to insight, to enable customers to create fast and accurate prediction models for improved customer service and retention, and to uncover information that transforms entire organizations’ ability to provide the ultimate customer experience.

Solutions capable of understanding natural language and texting provide consumers with timely, accurate answers and use machine learning to respond more rapidly and resolve an expanding range of issues.  View solutions that can make an immediate positive impact and deliver ROI.

About the Presenters

Chris Ezekiel, Founder and CEO, Creative Virtual

Chris Ezekiel has been working in the world of virtual assistants since 2000 and founded Creative Virtual in November 2003. Employing his technical and entrepreneurial skills, and through the development of the enterprise level V-Person™ technology, he has established Creative Virtual as one of the world’s leading providers of virtual agents and chatbots. Today Creative Virtual’s virtual agents are having over 60 million conversations per year, and the company was honoured in 2017 with the prestigious Queen’s Awards for Enterprise in the category of Innovation.

Rick Britt, VP of AI, CallMiner

Rick’s passion for interaction analytics is built upon his background of behavioral economics and operations analytics.  He has specialized in optimizing results over his 25-year career in financial services, business process outsourcing, retail, marketing and collections.  Rick’s experience in AI solutions and predictions as well as his global approach to intelligently to attract, retain and motivate peers and customers to perform at the highest levels of their capability compliment perfectly with CallMiner’s incredible data and innovation. He is a graduate of Penn State University with a degree in Economics and is an avid beer brewer.

Troy Surdick, Senior Product Manager, NICE Nexidia

Troy has over 20 years of experience designing and managing software products for a variety of large multi-national corporations.  Past clients include Delta Airlines, Walt Disney World, MVS Communications (Mexico), and Siemens, to name a few.  In his 12+ years at Nexidia, he has been involved in nearly every area of the Nexidia Analytics application, as well as several other Nexidia products. Troy holds a BS degree in Industrial/Organizational Psychology from Penn State University, a MS in Engineering Psychology from Georgia Tech, and an MBA with emphasis in Computer Information Systems from Georgia State University.