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AI-Driven Transformation in Contact Centers: Enhancing Customer Experience
Thu, 24 April
Contact centers are rapidly evolving with AI-driven technologies, transforming customer experience management and operational efficiency. This session explores how Virtual Agents (VA), Natural Language Processing (NLP), Predictive Call Routing (PCR), and AI-based Workforce Management (WFM) are reshaping customer interactions, reducing response times, and enhancing service quality.
We’ll examine real-world implementations of AI-powered contact center solutions and discuss the challenges and strategies in integrating these technologies. Attendees will gain insights into how AI improves customer experience, optimizes agent workflows, and reduces operational costs while maintaining high service standards.
Key Takeaways
- AI in Contact Centers – Understanding Virtual Agents, NLP, PCR, and AI-based WFM.
- Enhancing Customer Experience – How AI delivers faster resolutions, personalized interactions, and seamless support.
- Challenges & Solutions – Addressing issues like data privacy, AI bias, and technology adoption hurdles.
- Benefits of AI Transformation – Exploring cost savings, reduced human error, improved efficiency, and 24/7 customer support.
Target Audience
- Customer Experience Leaders & Contact Center Managers – Exploring AI-driven CX transformation strategies.
- AI & ML Practitioners – Building and optimizing AI-powered contact center solutions.
- Operations & Workforce Management Teams – Enhancing efficiency through AI-driven insights and automation.
Join this session to discover how AI is revolutionizing customer service, driving efficiency, and creating intelligent, human-centric contact center experiences.
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About the speaker
Nurul Khan
Staff Engineer in AI, Twilio
Nurul is a Staff Engineer in AI at Twilio, where he is shaping the future of customer AI. With 13 years of experience, he specializes in delivering AI-driven conversation intelligence for contact center applications. He is deeply focused on making AI offerings for call centers multilingual and enhancing customer insights. Passionate about LLMs, Agentic AI, and Conversational AI, he thrives on experimenting with new technologies to push the boundaries of AI in customer experiences.
