Empowering the subscriber: AI and automation

SPEAKERS:
João Carmo, Principal Product Manager, Talkdesk
Julia Ochinero, Head of Telco Industry Marketing

As Communications Service Providers (CSP) transform into Digital Service Providers (DSP), they need to deliver the end-to-end experience subscribers expect. This includes providing an automated self-service engagement that consumers now prefer. AI-infused automation can deliver value across the entire subscriber journey. Subscribers can quickly self-direct themselves to resolution whether it is provisioning a new prepaid phone, adding a new service or buying a product. With automation and AI, the contact center is positioned to be the epicenter of your company’s transformation to a DSP.

In this session, we’ll share a  view of a modern CX and address specific use cases including how to:

• Capture voice, emotion and intent to improve and inform interactions.
• Enable self-service authentication, provisioning and more.
• Capture real-time subscriber activity and make it actionable.