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Martin Hill-Wilson Series 

Using Intelligent Assistance & Bots To Transform Self Service 

Tuesday 17 October 2017
St Pierre 
Marriott Hotel & Country Club, Chepstow
9am - 4.30pm
Price Per Person: £495+VAT

Part of an optimised service strategy series

Are you seeking to automate customer interactions and reduce cost whilst improving customer service and expectations? Do you deliver excellent customer service through every channel? If so, this course for you!

Next generation intelligent assistance now promises to transform customer uptake of self service. Early adopters have already succeeded in transitioning live assistance into IA enabled engagement – anything between 15%-50% of their inbound volumes depending on sector.

This dramatically changes the cost to serve model that most service organisations operate. And also meets customer expectations for low effort, always on, personalised service.

But this is not just a customer service opportunity. Any sales, marketing or customer success workflow can have IA engagement woven in. It’s an upgraded capability across the customer lifecycle.

Reasons To Attend:

  • I need to automate as many customer journeys as possible
  • I need to reduce operational costs while improving the customer experience
  • I need to improve the immediacy and availability of customer service to meet new expectations
  • I need to encourage more customer use of self service to reduce inbound demand for live assistance
  • I need to compare our current in house capability against latest generation of intelligent assistance


Overview Agenda:

  • Understanding the Intelligent Assistance market and its key vendors
  • What happening at a technology level to cause this step change
  • Why Intelligent Assistants are a self-service game changer
  • The use cases in Sales, Marketing & Service
  • Brands with successful deployments and ROIs
  • Design principles for successful customer uptake


Who Should Attend:
Directors, Heads of Customer Service, Customer Experience or Operations who are in search of breakthrough operating models for redesigning how they deliver customer service. In particular, the need to reduce cost to serve while improving key customer expectations such as low effort, self-sufficiency for many service tasks.

Book now

Spaces at this masterclass are limited. To book a place kindly download, complete and return the attached booking form directly to: lucinda@callcentrewales.co.uk

If you have any queries please email: jane@swcontactcentreforum.com

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