Is your IVR Just a Welcome Mat? Rethinking Self-Service as Conversational AI
Wednesday Mar 15, 2:00 PM – 3:00 PM EDT — RECORDING
Self-service has garnered a pretty bad reputation over the years. Frustrations with inefficient menus, defaulting to “press zero to speak to a live agent”, or having to repeat information have left customers jaded on the promise of self-service. In essence, self-service has failed to live up to the hype.Yet the growing excitement around conversational AI and some new possibilities (a.k.a. ChatGPT) gives hope to the future of self-service.Customers expect instant and personalized service 24/7. Businesses that fail to meet these expectations stand to see continued customer frustration and reduced revenues. Join this interactive discussion to learn more about the state of self-service, and how to adopt the right technology that delivers positive customer experiences.Whether your self-service strategy is voice-first, digital-first, or some combination of the two, during this session we will discuss:
- How to develop a self-service program that actually delivers positive customer experiences
- Keys to understanding self-service journeys that deliver complete resolutions
- When to offer chatbots and when not to
- What your customers will expect from self-service in the future
Presenters:
 |
Trisha Morris, Director, Content Marketing, 8x8
Tricia Morris is the content marketing director at 8x8 with more than 20 years of experience at technology companies including MicroStrategy and Microsoft where she was responsible for Microsoft Dynamics 365 product marketing and primary research. Tricia serves as a customer service and customer experience writer and thought leader championing digital transformation. She has been recognized among the International Customer Management Institute’s (ICMI) Top 50 Thought Leaders, the 20 Best Customer Experience Blogs You Must Follow, and the 20 Customer Service Influencers You Must Follow.
|
 |
Jessica Smith, Senior Product Marketing Manager, 8x8
Jessica found a passion for customer experience when first introduced to the contact center market back in 2012. Throughout her time in this space, Jessica has worked in Product Marketing, Competitive Intelligence, and Sales and Channel Enablement giving a well-rounded depth of knowledge applied to her communication practices. Now as a Senior Product Marketing Manager at 8x8, Jessica champions thought leadership, experiential learning, and the promotion of new ideas to keep us all immersed in the changing landscape of CX & EX. When work isn’t the focus, Jessica is a lover of yoga, travel, and just about anything that puts her outdoors.
|
Other Sessions With This Presenter
Five Things to Know About Me