In response to ever increasing interest in our technology from U.S. customers and vendors we are pleased to announce that we will be hosting a roundtable session at the upcoming CX Connect event on 15 June 2021 at 21.30 CET. The title of the roundtable is “Artificial Intelligence & Smart Customer Service”. Spitch will be represented by Gary Williams, Director of Sales and Consultancy — International Market.

In the session, attendees will put forward questions to Gary in relation to his particular discussion topic of “Using Conversational Analytics in the Discovery Phase in Designing an Omnichannel Virtual Assistant”.  Just to give you more of a flavour of the discussion, this is about the insights gained from real dynamic interactions as opposed to using static and incomplete CRM data.

When was the last time you used 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 could put you through to the right human agent if it couldn’t resolve your query automatically? What’s more, have you come across virtual assistants that could continue the conversation with you in a text channel remembering the context of you query?

These are just some of the aspects of a revolutionary change in customer experience Omnichannel Virtual Assistants can make. You will also learn why only the use of conversational analytics can provide the necessary insights in preparing for this type of automation.

We look forward to welcoming you at this virtual event.  You can find the agenda here.