A Waterfield Tech / Cisco Thought Leadership Collaboration
Our session on the “AI-First Contact Center” dives into how technology is reshaping customer service, making it more efficient, adaptable, and personal. Kerry Robinson, our host, brings both a strong technical background and a passion for customer experience, introducing ways advanced tools streamline support and make interactions more genuine.
The AI-First Contact Center is designed to simplify and personalize customer service. Through the power of automation, everyday tasks are handled smoothly, allowing representatives to focus on more meaningful customer interactions. Recent advancements, such as real-time voice applications, have enabled customer conversations to feel more natural and responsive. Kerry showcases real-life examples, like seamless booking at a golf resort and empathetic payment collections, showing just how well these systems can handle both routine and sensitive topics.
Kerry also touches on how this technology supports customer service agents themselves, especially during training. With advanced simulation tools, agents can practice real-world scenarios, building confidence and refining their approach in complex situations. For companies like Klarna and IKEA, these tools have led to noticeable improvements in customer satisfaction and engagement, along with a reduction in costs.
Throughout the session, Kerry emphasizes that successful integration isn’t just about efficiency; it’s about creating a balanced system that makes support more intuitive for both customers and agents. Ethical considerations are top of mind as well, with leaders in the field stressing the importance of secure and compliant use of these tools to protect customer interactions.
In the end, this approach goes beyond just improving productivity—it makes service feel more personal, reliable, and easy to navigate. For anyone interested in bringing this vision to life, Kerry invites participants to a complimentary AI Strategy Workshop to explore tailored strategies for enhancing customer service with these innovative tools.
