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Fueling Success - 6 Ways AI Empowers Agents


Presented By: NICE


Presented by: Lauren Maschio, Senior Product Marketing Team Manager, and

Nick DelleCave, Lead Business Consultant, NICE

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About the Webcast

Agents are the face of your brand. Human-led support remains indispensable, with over two-thirds of customer interactions relying on it. This is why, in a recent study, over 88% of CX managers prioritize agent assisted tools that include AI as a top investment.

Join this webinar and learn how AI can help agents humanize and personalize the customer experience in unexpected ways such as cultivating empathy and personalizing a service as well as improving their productivity in the process. We’ll explore 6 ways that organizations are successfully making use of AI to optimize both the customer and agent experience, including:

  • Analyzing agent soft-skills objectively and consistently that influence customer satisfaction
  • Providing real-time coaching and context for agents to excel
  • Streamlining manual tasks, such as notetaking, with automation
  • Identifying the root cause of process and product-related issues that impact agent performance

About the Presenters

Lauren Maschio, Sr. Product Marketing Team Manager – Customer Experience Analytics, NICE

Lauren Maschio has provided marketing leadership in the contact center and the enterprise software industry for over 20 years. As a Product Marketing Manager, Lauren is responsible for strategic initiatives, thought leadership and sales enablement for the NICE WFO solution suite globally. Prior to NICE Systems, Lauren has held senior level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a BS in Marketing from Babson College and a MBA from Northeastern University.

Nick DelleCave, Lead Business Consultant, NICE

Nick has over two decades of experience in Analytics Driven Quality Programs, Business Transformation Consulting, Change Management, and AI-based analytics solutions. He is a 12-year veteran of NICE and has held numerous Senior contributor and Manager-level positions during his tenure. His prior experience includes multi-award-winning customer engagements in Consulting, Customer Success and Client Engagement Management. This also includes numerous customer industry accolades, Impact Awards, Customer Excellence Award winners and delivery of tens of millions of dollars in realized ROI and value for our customers.