Powering Your Contact Centre with AI – The WHAT and HOW

Join E.ON, ISG, Cognigy and Contact Centre leaders for an afternoon event in London with industry insights, case studies, food and drinks.

As the contact centre industry rapidly evolves to address newer products and services, newer channels and newer customer expectations, the need for transformation with advanced technologies and more robust operating models is accelerating. As the buyer side matures, the provider side is also upgrading their capabilities with advanced digital tools to help enterprises get their CX strategy right. How should organisations optimise contact centre performance, using a combination of AI and analytical tools to create a seamless and omni-channel service offerings for the businesses and their customers, whilst enhancing the contact centre workforce experience?

Join this roundtable to find out how E.ON is leveraging conversational AI to drive their contact centres forward. In addition, we’ll be discussing topics include different types of AI-powered technologies, challenges and best practices on customer experience personalisation and the synergy between the customer, the agent, technology and channels. ​

Agenda

• 2.30pm - Arrival and networking
• 3.00pm - Welcome and market overview
• 3.15pm - Powering the Contact Centre with AI
• 4.00pm - Conversational AI in Action: E.ON's Insights into Efficiency and Customer Satisfaction​
• 4.30pm - Open facilitated discussion
• 4.55pm - Remarks and close
• 5.00pm - Networking

Please note, the event is reserved for enterprise clients only.

Your Guest Speaker

​Arbnor Feka, Conversational AI - Service Owner, E.ON​

​Arbnor plays a role in the adoption of Conversational AI solutions across the E.ON group. He has played a wide range of roles from business consulting a conversational designer to program manager handling strategic turnkey Conversational AI projects. Conceptualizing innovative solutions, bringing them to life, and creating a business impact. Such solutions also get awareness and appreciation from E.ON Management members to drive it further. Arbnor currently is also the Project Manager of the Automation Program.​
 ​
About E.ON​

E.ON, one of the world’s largest electric utility service providers, early on recognized Conversational AI as a strategic IT component. ​

Today, E.ON’s dedicated Center of Excellence orchestrates multiple internal and external bots on voice, chat, and in the contact center. ​

The result: Millions of automated conversations, higher CSAT, and award-winning experiences.​

About the Venue

Immerse yourself in Mandarin Oriental Hyde Park, London. The hotel is perfectly positioned to offer unique experiences in an incomparable location between the Royal Park and bustling Knightsbridge, embracing London’s world class culture, retail, history and innovation.

Address: 66 Knights Bridge, SW1X 7LA London, UK