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What Can Contact Centers Expect from AI?


Presented By: Fonolo

Live Date: October 25, 2018. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Shai Berger, Co-Founder and CEO, Fonolo

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About the Webcast

Technology labelled as “AI” has been with us for decades now, but recent improvements in computational strategies, combined with increased processing power and massive amounts of data, have accelerated the capabilities of Artificial Intelligence (AI). That has led to a surge of attention and investment in AI. 

Although AI is having a profound influence in many applications, its impact on the contact center industry is still unclear. Will it improve self-service tools? Will it help reduce costs? Will it lower the need for agents? These are crucial questions for people managing call center budgets and planning. Sadly, much of the information available today is skewed by journalists looking for clicks or vendors looking for customers.

Regardless of this chatter, agent employment is on the rise, as personalized voice calls remain the most preferred way for customers to connect with brands. However the biggest challenge with the voice-call platform is long hold-times, which ultimately result in increased abandoned calls. To this end, smart contact centers have started enabling call-backs as they are convenient, save time, and immediately improve customer service levels.

We will end this presentation with a brief discussion on the Fonolo solution for callbacks.

About the Presenters

Shai Berger, Co-Founder and CEO, Fonolo

Shai Berger is the Co-Founder and CEO of Fonolo, the pioneer in cloud-based call-back solutions. He is responsible for setting the company's strategic direction, product innovation, and driving growth. As an innovator and thought leader, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience