With the digital age advancing at an unprecedented rate, AI’s role in customer service has never been more paramount.
Recognising this, Sabio recently hosted its AI & Automation CX Community Day, shedding light on the innovative applications of AI in the realm of customer experience.
Targeted at organisations venturing into AI within their customer service departments, the event was an amalgamation of insights, experiences, and future predictions.
Stuart Dorman, Sabio’s Chief Innovation Officer
For those who couldn’t attend, here’s what you missed:
1. A Confluence of Minds: Like its preceding CX Community Days, Sabio orchestrated an intimate setting for this event at its London HQ. The day wasn’t just about talks and sessions; it was an avenue for professionals to engage, share their AI journey challenges, and learn from one another. With attendees from renowned names like ASOS, British Airways, Awaze, and more, the richness of the discussions was evident.
2. The Evolving Landscape of AI: Sabio’s Chief Innovation Officer, Stuart Dorman, captivated the audience with a keynote on the evolution of AI technology. “AI isn’t just about making processes quicker or replacing human effort. It’s about augmenting the human capability, taking customer service to a level it hasn’t reached before,” he said.
3. The ‘Virtual Agent of the Future’: Kevin McGachy, Sabio’s Head of AI Solutions, painted a vivid picture of how Generative AI can reshape the Customer Journey. He said: “Imagine a virtual agent that not only understands your customers but can predict their needs, offering solutions even before the customer knows they need them.”
4. Breaking Through AI Barriers: Phil Jordan’s interactive session with the delegates was indeed a highlight. It not only explored the challenges organisations face in their AI journeys but also probed into what success meant for them. This segment illuminated the various paths companies are taking and how they are overcoming or plan to overcome specific AI obstacles. As they unravelled their visions of success and the roadblocks that often thwarted their progress, it was evident that the AI voyage, while exhilarating, wasn’t devoid of challenges. Yet, the collective consensus leaned towards persistence and innovation as the keys to unlocking AI’s full potential.
5. AI Implementation – Beyond Just Code: Klaus Failenschmid, Sabio’s Head of User Experience, dived into the tangible aspects of AI implementation. It wasn’t just about algorithms and code but understanding the physical requirements and how end users would perceive and interact with AI applications. This session underscored the importance of a well-rounded AI strategy, ensuring its acceptance and effectiveness.
6. The Road Ahead: The day was rounded off with thought-provoking discussions, forward-thinking insights, and shared experiences. It’s evident that while many organisations have embarked on their AI journey, the path is riddled with questions and challenges. Events like these, however, prove invaluable in demystifying the realm of AI, ensuring companies harness its potential to the fullest.
For those inspired to be a part of future discussions and eager to learn more about Sabio’s Community Days, you can dive deeper and join the conversation by visiting Sabio CX Communities page.
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.
Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.