AI and the Operator Automation Opportunity for CX


Date & Time

Wednesday, 27 Feb

13:30 - 14:30


Hall 4 - Auditorium 5


Gartner has predicted that by 2020, an astonishing 85% of customers will experience customer service without speaking to a human being. Investing in self-service will allow operators to harness the power of machine learning to increase productivity, automate simple processes and improve their customer experience (CX). Facilitated by rapid improvements in bot platforms, natural-language processing, and machine learning, in 2018, RPA-based digital workers (i.e., bots) will replace and/or augment 311,000 office and administrative positions and 260,000 sales and related jobs to deliver enhanced customer experiences.” (Forrester Research, 2018). However, bots are just one part of the story. Importantly, AI also enables operators to better anticipate customer needs, deliver personalised experiences and predictive service assurance. This highly practical session will explore the ways in which operators can profit from leveraging AI for automation and improved CX.

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