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Presenting Partner
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Organized by
Overview
The Indonesian market is one of the world’s largest emerging economies – becoming increasingly important for global cross-border enterprises. However, to succeed in the Indonesian market, it’s not enough to just expand market presence. Providing high-quality customer service in customer’s preferred language, channel and time is likewise crucial. However, contact centers with outdated technologies, high operational expenses and little return on investment have no play in this game. IVR-based customer service technologies haven’t evolved much and the pandemic exposed their frailties with long wait times, stress, and negative customer feedback adversely affecting businesses.
According to Frost & Sullivan, the contact center market in Indonesia is undergoing transformation and expected to grow to $927.4 billion by 2025. Such 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.
In this roundtable, you get to discuss with your industry peers on the following topics:
- 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 implementation?
- With everyone talking about customer experience, what steps are you taking to improve agent experiences?
- With increasing customer demands and diversification across engagement channels, how do enterprises manage their expectations without incurring significant increase in cost?
Falcon-SC Indonesia, a strategic consulting firm specializing in tax, business, management consulting, transfer pricing, and customs services, is a key partner of Kore AI in Indonesia. Through this partnership, Falcon-SC incorporates Kore AI’s advanced enterprise conversational AI technologies into their offerings. This collaboration allows Falcon-SC to enhance business operations and improve customer interactions with AI-driven solutions.. By aligning with Kore AI, Falcon-SC is well-positioned to support technological transformation and deliver enterprise AI innovative solutions across Indonesia’s dynamic market
Agenda
10:30AM - 11:20AM
Registration
11:30AM - 12:15PM
Keynote by Kore.ai
12:15PM – 12:45PM
Interactive Discussion
12:45PM – 13:00PM
Product Demo
13:00PM