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Building a Solid Business Case for Investing in AI for Customer Support

Durée : 35 minutes

Rosalie Girard

Consultante Affaires, Analyse de valeur chez Coveo

Companies with a proactive AI adoption strategy for their support experience stand to gain a significant competitive advantage.

With many agents now working remotely, and customers’ expectations for personalization at an all-time high, investing in AI-powered technologies to provide effortless support is a necessity to compete in the 2021 economy.

In this session, we’ll walk you through the measurable benefits of investing in content findability, and AI-driven personalization both for support agents and customers. You’ll get a step-by-step approach to building a persuasive business case for modernizing your support experiences, with a solid ROI framework to get your executive buy-in.

In this session you'll learn:

  • The tangible benefits that AI-powered search can have on your customer and agent experiences
  • The metrics that really matter, and how to look at them in a holistic way to understand the trends happening in your digital and assisted support channels
  • Effective methods to boost and measure case deflection
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