Avaya StaffNovember 14, 2018

CX Being Led by Humans, Not Bots—Hear More from Avaya at AI Big Data Expo

I’ve been on the road the past several weeks, listening to organizations describe the digital transformations they are trying to implement to improve their customer experiences. Consumer expectations are rapidly evolving, and this is influencing major changes in the Contact Center. Technology solutions are also rapidly evolving to meet the needs of brands that are striving to make customers feel valued and meet their rising expectations. And CIOs and Line of Business owners are increasingly dependent on each other to implement the right solutions.

Hear all about Digital Transformation of Customer Experiences from Avaya at the AI & Big Data Expo North America, the leading Artificial Intelligence & Big Data Conference & Exhibition, November 28-29 at the Santa Clara Convention Center, Silicon Valley. The event will showcase the next-generation technologies and strategies from the world of AI and Big Data, providing an opportunity to explore and discover the practical and successful implementation of AI & Big Data to drive your business forward in 2018 and beyond.

We’re excited that Laurent Philonenko, Avaya SVP, Innovation, will present “Harnessing Transformational Technology for Better Human Experience” at the AI & Big Data Expo on Thursday, November 29, 9:30 am.

As Laurent recently blogged, “Consumer buying behavior is becoming increasingly complex, and although we’re able to collect more consumer data than ever before, businesses struggle to predict future buying behavior. To this end, companies are looking for improvements across scale, speed, and application to deliver consistent, unique and positive customer experiences that adapt and change according to a customer’s needs at any given time.”

Increasingly, Artificial Intelligence (AI) is being heralded as the answer. AI can make contact center agents better, smarter and faster through intelligent routing, behavior matching, and accessing more actionable data. But we firmly believe that AI is only as valuable as the human intelligence that goes with it.

At the Expo, Laurent will provide expert insight into how consumer expectations for engaging with businesses have shifted, and contact centers—often among the first points of interaction in a customer’s journey—must follow suit. Getting there, however, isn’t simply about adding more technology. It’s about making customer service more human through the use of the right tools and technologies, like artificial intelligence, that leverage a company’s data-rich channels to create better experiences, transforming how business is conducted and building brand loyalty.

We hope you will join us at the AI & Big Data Expo North America in Santa Clara—which is also where Avaya’s headquarters is located. We look forward to sharing our vision and learning more about how AI can help you solve your strategic business challenges.