• Presenting Partner Verloop
  • Organized by Scribe Minds & Media

Building new age contact centers with combined power of Conversational AI & Generative AI

  • 16th May 2024
  • Jakarta, Indonesia

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 However, contact centers with outdated technologies, high operational expenses and little return on investment have no play in this game.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?

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

Q&A Followed by Networking Lunch

Register Now

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