The Impact of AI in Customer Experience [Webinar]

Customer Experience | 2 minute read

Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. Across industries, it is widely regarded as a tool for increasing operational efficiency in the contact center, boosting productivity, and lowering costs. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers.

It’s undeniable that AI (and related automated tools like chatbots and virtual assistants) has a range of opportunities to streamline customer service (CS) and lessen the challenges that arise when attempting to deliver a flawless customer experience (CX). While some fear technological advancements like AI will replace human beings in the workplace (particularly in the contact center space), human agents will remain irreplaceable because of their unprecedented ability to handle complex customer issues and deliver personalized, “human touch” service.

What Can Contact Centers Expect from AI?

Gartner predicts that in the next two years, 25% of customer service operations will be catered by forms of AI. Interested in learning more? Join Fonolo and GTACC in a one-hour webinar as we do a deep dive into the impacts of AI on customer support, service and experience. You’ll hear from Kevin Hornidge, Senior Director at RBC, Flavio Pereira, Founder at Nuveo, and Fonolo’s CEO, Shai Berger.

We talk about:

  • How AI Can be Used to Create Better CX
  • The Impact of AI on Customer Facing Roles
  • Successful Case Studies
  • Plus so Much More!

Who should watch:

  • VPs & Directors of Contact Centers
  • VPs & Directors of Customer Experience
  • VPs & Directors of Customer Service
  • VPs & Directors of Contact Channel Performance



Kevin HornidgeKevin Hornidge, Senior Director – Intelligent Automation and Innovation, RBC

As a business technologist specializing in Intelligent Automation, Kevin has innovated at RBC, adding value for contact centers with unique perspectives on global development, big data design thinking, and delivery.


Flavio PereiraFlavio Pereira, Founder and CEO, Nuveo

Flavio has helped companies increase efficiencies and reduce costs through AI, Robotic Process Automation and more. Flavio takes a keen interest in creating and nurturing an environment in which teams are constantly learning and improving their performance.


Shai BergerShai Berger, Co-Founder and CEO, FonoloFonolo

Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.



Sangeeta Bhatnagar

Sangeeta Bhatnagar
Greater Toronto Area Contact Centre Association




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Find Out the Real Impact of AI in Customer Service

Listen to this on-demand webinar as we do a deep dive into the impacts of AI on customer service and support.

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Find Out the Real Impact of AI in Customer Service

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Find Out the Real Impact of AI in Customer Service

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