Leaders Roundtable: Don’t Gamble Away Your Customer Trust: Reliable GenAI Needs Better Knowledge Management

We’ve concluded another successful event! Thanks to everyone for their Valuable contributions.

->Click here to explore hightlights and key takeaways from this Roundtable session.

GenAI is storming the world, with promises to improve the productivity of your teams and drive better customer experiences.

But most organisations are taking a cautious approach to using AI in the CX and contact centre as there are many early examples of failed initiatives, where companies ended up in the news for the wrong reasons! The reasons for this include:

  •  The chances of hallucinations and bias
  •  The risk of customer data privacy breaches
  •  Compliance and regulatory concerns
  •  Poor understanding of the impacts on the existing workforce

To improve the uptake of GenAI in the CX, businesses need to de-risk their approach.

CX leaders have always understood that when it comes to driving better customer outcomes with data and knowledge, “garbage in = garbage out!” – and this applies to GenAI as much as any other data-driven initiative.

To that aim, Ecosystm’s research finds that, in order to accelerate their AI usage, 43% of Australian organisations are focusing on improving their data governance and management, and 40% are focusing on improving data quality and consistency. This is a good start, but more needs to be done.

Our GenAI initiatives need better knowledge management. Answers to questions must be correct. Customer prompts and next-best-actions must be accurate. Automated processes must be governed. And most importantly, the customer must feel safe and valued.

Join me and your industry peers for this invitation-only roundtable where you will learn:

  • How GenAI will help you improve customer engagement and agent augmentation
  • How to implement GenAI tools safely in your contact centre and CX environments
  • Why knowledge management is AI management
  • How guardrails around your knowledge management will deliver reliable, trusted AI outcomes

 

0
Venue:
Chancery Lane
430 Little Collins St,
Melbourne, VIC 3000 Australia Venue Directions
+61390897598
Website:
http://www.chancerylane.com.au/
Share this Event:

SPEAKERS

Image
Tim Sheedy
VP Research
Ecosystm
Read More Read Less

SPONSORS

Image
NEC
NEC Corporation, a prominent Japanese multinational, specializes in telecommunications equipment and related software and services, with its headquarters located in Tokyo.

Established in 1899, Nippon Electric Company, Ltd. (now officially NEC Corporation since 1983) was initially funded by Western Electric Company of the United States. The Japanese side of the venture was spearheaded by Iwadare Kunihiko, a telegraphic systems expert who had spent a decade in the U.S. working with inventor Thomas Edison. This partnership marked Japan's first joint venture with a foreign company, facilitating Western Electric's export of telephone equipment to the Japanese government. Over time, as Western Electric grew more confident in Japan's patent administration, it provided technical support that allowed NEC to progress from merely assembling to manufacturing telephone equipment.
Image
NICE
NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.

THE VENUE

CONTACT US