Simple: ensure your customers instantly receive the answers they require in their preferred channel and language. Do away with long wait times, stress, and negative customer feedback as it can adversely impact your business.
Customers of today demand tailored offerings, self-service choices on their preferred channels, and rapid responses. Contact centers with outdated technologies, high operational expenses and little return on investment have no play in this game. Anyways, IVR-based customer service technologies haven't evolved much and the pandemic exposed their frailties.
By 2027, Gartner predicts that spending will increase to $38.9 billion. Contact center investments are being influenced by customer service innovation, such as the emergence of generative AI and conversational AI advancements in recent times, provider go-to-market adjustments, and an unstable economic environment that we currently face.
What issues plague contact centers? What are your approaches to deal with them? How do you think Conversational AI and Generative AI will help?
What hurdles or opportunities do you foresee for conversational AI / generative AI solutions?
What features do you think conversational AI and generative AI solutions should have? How would you evaluate its success?
Nikhil (Nik) Sharma
Vice President (SEA & ANZ)
Nikhil has been leading businesses in the APAC market for over a decade. He is currently representing Kore.ai as Vice President SEA & ANZ and responsible for driving the brand awareness and business in the region. Prior to Kore.ai, his leadership has been instrumental for the growth of brands in the CCaaS and CPaaS space in the enterprise segment across APAC.
GM & Business Head (APAC & ME)
Neil has 2 decades of experience in Saas and direct-to-customer sales and marketing processes. With business leadership experience in managing sales,marketing and account management functions in IT Services or IT products environment. He has deep understanding of building sales and revenue generation functions in start-ups and scaling organisations across industries and regions.