Best Practices - Seamless Customer Experience: Combining AI, Virtual Agents, and Live Agents

Tuesday, September 14th, 10:00 AM PT / 1:00 PM ET

In a recent international study, two thirds of consumers said they believe customer service online and via mobile devices needs to be faster and more intuitive.


During this hour you will hear best practices how and when to bring AI, chat, virtual agents, and live agents together to provide an optimal experience for your customers. We will discuss issues such as:

  • How a seamless CX starts before the interaction - using data and context for personalized routing
  • Bonding virtual and live agents for sentiment analysis, automated escalation, and contextual continuity
  • Using Virtual Agent specialization for better resolution on complex issues and inquiries

Presented by:

  • Jonathan Kershaw, Director of Product Management, Vonage
  • Andy Traba, Director of Product, NICE
  • Anand Janefalkar, CEO and Founder, UJET, Inc.