Karen Inbar

With the advent of self-service, customers' expectations have evolved, leading to live service agents handling more complex and specific issues. Ensuring that these agents are supported, engaged, and productive is crucial for organizations. 

This session will address the following:

• Using machine learning to generate valuable process insights
• Improving service representative performance through process automation and real-time agent guidance
• Personalizing agent assistance with AI that can understand real-time sentiment and behaviors

Non-technical - Business Management & Organization 0.6 CPEs