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ExCeL LONDON

Jordi Torres: Speaking at the Smart Communication + Connected Business Expo

Jordi Torres

Managing Partner  -  Verbio

Boosting User Experience and First Contact Resolution with Voice AI

Moving away from traditional touch-based IVR in high-volume calls center represents a logical step for organizations to increase operational efficiency and reduce customer frustration.

We''ll explain how to design the best strategy to automate multiple inbound processes and multi-language interaction with Conversational AI to reduce time on the phone and increase the First Time Resolution rate, and finally reach the expected level of customer satisfaction.

3 key delegate takeaways from session:

- Identify key causes of customer frustration in high-volume call centers
- Understand Conversational AI applications in each stage of the customer journey
- Define the best strategy to automatize interactions with the customer and improve the efficiency of specialized agents.


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