B104: IVR to Digital Journeys—The New Landscape

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
14:15 – 15:00

Digital presence includes virtual agents, chatbots, and chat agents that can pick up a conversation with context and deflect some calls away from the call center. However, deflection is often oversimplified, and usability is often overlooked. We explore use cases for a deflection to a digital channel and learn about the usability aspects of these experiences. We discuss good and poor use cases, as well as what constitutes a useful transition experience.

Presented by: Samrat Baul