The Impact of AI in Customer Experience: Contact Center Leaders to Weigh in on Growing Debate

Toronto, ON – September 25, 2018

Fonolo, the leader in cloud-based call-back solutions for the contact center, today announced the panelists for its upcoming webinar, “The Impact of AI in Customer Experience”. In partnership with the Greater Toronto Area Contact Centre Association (GTACC), the online panel discussion will take place on Thursday, September 27th, 2018 at 2:00 ET / 11:00 PT.

Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. According to Gartner, 25% of customer service operations will be serviced by forms of AI in the next two years. It is widely regarded as a tool for increasing efficiency, boosting productivity, and lowering costs. While some fear AI will replace human beings in the workplace, it has been argued that human agents will remain irreplaceable because of their unprecedented ability to handle complex customer issues and deliver personalized, ‘human touch’ service. Shai Berger, CEO, Fonolo says:

The topic of AI, especially in the customer service space, has recently led to some vigorous debate. The reality is, AI is having a noteworthy impact in many applications, but the impact on the contact center industry is still unclear. We are excited to engage with such a prestigious panel of experts on this timely topic.

The one-hour webinar will feature three industry experts and their perspectives on the state of artificial intelligence in the contact center industry; the ways AI can be used to create better customer experiences; the impact of AI on customer-facing roles; and case studies of successful AI in customer service:

  • Kevin Hornidge, Senior Director, Intelligent Automation and Innovation, RBC
  • Flavio Pereira, Founder, Nuveo
  • Shai Berger, Chief Executive Officer, Fonolo

Sangeeta Bhatnagar of GTACC will moderate the webinar, and take questions during the event. Twitter followers can also send direct questions to @Fonolo with the hashtag #ContactCenterAI.

To join this timely conversation, register here.

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About Fonolo

Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.

Visit fonolo.com to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.

About GTACC

Founded in 2002 as a think tank, GTACC has evolved into a leading non-profit organization for call center related topics and best practices. The organization hosts regular events that bring together influencers and answers common challenges in the marketplace, keeping its membership on the leading edge of industry issues and initiatives. GTACC supports members coast to coast, recognizing the strength of the contact center industry across Canada. Sessions are typically held in the Greater Toronto Area including Brampton and Mississauga. To learn more about GTACC events please visit, gtacc.ca.

For media inquiries, please contact:

Samantha Mehra, Marketing Communications Manager

Tel: 855-366-2500 ext. 235