The Last Word in Omnichannel Virtual Assistant Design - Using Conversational Analytics in the Discovery Phase
3:30 p.m. - 3:45 p.m. (ET)
12:30 p.m. - 12:45 p.m. (PT)
Gary Williams, Director of Sales and Consultancy - Spitch
Insight Gained from Real Dynamic Interactions Versus Static and Incomplete CRM Data
When was the last time you utilised a virtual assistant? Probably very recently but do you recall any such experience where the virtual assistant was fully connected to the back office systems, understood all the terminology and product jargon you used and what’s more, could ‘hand you over’ if it couldn’t fully deal with your query, across to a human agent – and indeed if you were, did that agent know all about you and the reason for the call, even if basic? These are just some of the aspects of what might be termed the True Omnichannel experience. To get to that level of excellence the design phase needs a revolutionary approach and in this session we discuss why only the use of conversational analytics here can provide the necessary insight in preparing for this type of automation.
