AI Masterclass

WORKSHOP

AI in a Human Centre - Workshop

AI in a Human Centre

With all the amazing developments in conversational AI, it's more important than ever to ensure you're delivering the best experience possible to your customers. But how do you bridge the gap between automated and human interaction? How can traditional and human-first teams thrive in a world that includes or is set to include chatbots, automated support and conversational AI?

This workshop gives you and your team clear action plans and you'll develop a clear approach to balancing automated and human conversations. Using the Danko Customer Conversation Canvas, you will build the right approaches to drive automated and human conversations that succeed.

Traditional (human centred) teams in the contact centre need to maintain high quality customer experience. Automation is there to help, but there are several practical challenges that need to be resolved. There are also several opportunities that can be maximised.

This workshop is designed to allow these teams to build their approach for the near future as well as the long term.

Topics covered:

Automation Developments

Impact of automated conversations on processes and journeys
What do bots bring to customer and conversation?

AI, automation and Generative AI
Customer approach towards automated conversations

Introducing the Customer Conversation Canvas
The Anatomy of a Conversation

How to manage the experience

Customer experience
Brand experience
Agent experience

Identifying Metrics and Setting Targets

Opportunities and Issues with current metrics

Using metrics and measures to your advantage
Impacting performance against KPIs
Metrics, KPIs and the true measure of success

Impact of metrics on the intent resolution

Automation and Workforce Management
Understanding the Resolution Journey
Managing the Agent Capability to Help their Customers

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