Head of Customer Service
2:55 PM AI & Ubank: Insights into Robochat and How Virtual Assistant's Deepen Customer Experience and Employee Productivity
As a digital bank, it's no surprise that UBank has seen success from the adoption of digital tools and social media channels for customer contact.
UBank has adopted a 32% social theme for customer contact, including the release of Robochat, which has seen a 15% uplift in customer engagement with the tool. This session will not only just explore UBank's journey with Robochat, but also explore the key benefits of embedding Virtual Assistant's and AI within your contact centre.
- Exploring how Robotchat and AI have improved service delivery and measures of success for digital engagement
- Understanding how AI fits into a flexible and responsive contact centre management framework
- What is the future of virtual assistants in contact centres?
5:35 PM ADVISORY BOARD PANEL DISCUSSION – Future Proofing Contact Centres: Marrying Customer Centricity, Technology Advancements and People and Culture
- How do you re-position and re-design your customer support to move from a lead generator to customer experience driver?
- How do you best determine which solutions and innovations best suit your business needs today and for the future?
- How do you manage the next generation of the workforce and determine strategies for identifying, retaining and engaging talent?
- How can marrying these strategies effectively project your contact centre for a profitable future despite change?