Featured Sessions

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Complimenting AI Lead Generation with a human agent. The amazing cost benefit with losing Customer Experience!

Learn about the SPEAKING model – a conceptual framework for designers within and outside the Conversation Design practice who seek to turn abstract concepts into something that can help us systematically gather language, culture, and context data.

Sharing learnings that followed the epic journey of integrating data into the QuickBooks bot, to personalize conversations with customers. This has materially shifted our conceptualization of the conversation design workflow, and necessitated the division of a whole new track in our team.

In the world of Large Language Models, how do we leverage this technology to answer questions that are domain specific or can behave in a certain way? In this talk, we’ll compare and contrast the fine tuning of a large language model from using retrieval to augment our generated responses with the power of a vector database from an LLM.

In a rapidly evolving technological landscape, Generative Artificial Intelligence has emerged as a game-changing force, reshaping industries across the board. This talk delves into the dynamic realm of Gen AI and explores the profound impact of LLMs in Contact Centers. However, this transformation isn't without challenges. Hallucination and answering questions related to the latest information are the biggest challenges of leveraging LLMs in the industry along with many others. The talk will als

With ChatGPT, other large language models and generative AI have caught the attention of global consumers, enterprises, and c-suite. In this demo-driven session, Microsoft Business Applications and AI MVP and Microsoft Certified Trainer Prashant G Bhoyar will cover how organizations can use Azure OpenAI, ChatGPT, and Power Virtual Agents to build next-gen end-to-end customer engagement.

We will cover :
• The new and improved Power Virtual Agents' key concepts
• Azure OpenAI Key Concepts
• ChatG

Join us for a showcase of The Art of the Possible Contact Center which includes a multi-modal, personalized contact center experience that leverages Generative AI and customer data to provide rich experiences for the customer. This demo example includes a Generative AI chatbot for services and also agent assistance tools to help the agent quickly provide information to the customer for a faster and better customer experience. We will also discuss how this experience was put together using AWS se

In the last year, we’ve seen research that shows that online relationships can be as meaningful as those formed in real life. Yet our relationships with voice assistants and chatbots remain transactional, limited to answering questions or facilitating product returns. What if you could use AI to make connections in virtual worlds as interactive and social as connections in real life? What if an AI character could help you forge relationships with customers and unlock deeper user engagement? In this talk, we will explore the evolution of chatbots and advanced in AI have now made it possible to mimic the deeply social nature of human interaction.

The service gap is widening. Why? Enterprise contact centers struggle to meet today’s demand for instant, personalized service across channels. 66% of customers are frustrated before they even start talking with a customer service rep. Conversational AI is rewriting the customer service rulebook. This doesn't mean replacing one system with another to do the same process better or faster, but to create entirely new processes and possibilities out of these new opportunities. Join Derek Roberti, VP of Technology at Cognigy, as he explains that providing the CX your customers expect boils down to three main pillars. Rethink your strategy into one that puts AI at the heart of your contact center, which is customer-driven, not machine-led.

with BotCopy

Conversation-Driven Development is the process of listening to your users and using those insights to improve your assistant.