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Tech Talks in 20 focuses on the hottest tech topics in customer experience right now. When we talk tech, we cover everything from supercharging the customer experience with AI, to the latest tech trends in customer service and workforce engagement management, to what’s hot with bots, and to journey analytics and experience orchestration—plus, we reveal the data behind the latest CX tech trends—all in about 20 minutes.
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Wednesday Sep 15, 2021
Wednesday Sep 15, 2021
Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number of contact centers. Increasingly, customer experience leaders identify artificial intelligence (AI) as a top tech priority.
In this episode, hosts Michael Logan and Ginger Conlon are joined by Erica Mayshar, Senior Manager of Solutions Consulting at Genesys, to discuss the key elements of a successful conversational AI implementation. Far more than a deflection strategy, AI can enhance the customer journey and drive revenue. And with the right approach, contact centers can integrate AI-driven bots seamlessly for a fluid, satisfying customer experience.