13h00 – 14h00 (CET)
12h00 - 13h00 (GMT)
Members Access
Digital, English
AI is no longer just a back-office tool: it is becoming consumers’ new personal assistant!
From managing reminders to ordering your Saturday night dinner, AI assistants are now taking control of everyday tasks with speed and ease. And consumers seem ready to trust them: 74% of customers in the UK and Ireland allow their AI assistant to make decisions on their behalf!
But beware—an emerging trend is disrupting contact centers: consumer bots that initiate calls to companies themselves. This raises major challenges around authentication, fraud prevention, and regulatory compliance.
AI-driven calls are already a reality. These bots can authenticate users and carry out tasks on their behalf under delegated authority.
So, if a customer’s AI assistant were to call your contact center today, would your team know how to respond? Are your policies, processes, and systems ready to handle these interactions securely and professionally?
Agenda 🎯
- Discover the capabilities of personal bots and what they can achieve
- Prepare your frontline teams to manage these calls and interactions
- Implement policies and processes to protect customers and businesses
- Identify and mitigate the risks associated with these interactions
- Keep the human at the heart of the process—even in the face of AI
Who is this webinar for? 👥
Contact center and customer experience professionals across Europe.
Language 🗣️
English.
Organizer 🩷
European Customer Contact Alliance.
Speakers
Leigh Hopwood
CEO of CCMA (Contact Centre Management Association) | Chair of European Customer Contact Alliance
Marko Ivanovic
Global Consumer Relations Director | Digital Strategy
Wayne Kay
Regional VP Sales Leadership EMEA
