Navigating the Risk and Reward of GenAI

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The rise of GenAI is revolutionizing the way contact centers operate, promising enhanced efficiency and remarkable customer experiences. However, with great power comes great responsibility. Navigating the GenAI landscape requires careful consideration to avoid the pitfalls that can turn promising technology into a CX nightmare.

This masterclass will provide you with the insights and tools to leverage GenAI effectively while steering clear of common risks. Join us to learn how to maximize the benefits of GenAI and safeguard your contact center’s operations and reputation.

In this session, you’ll discover how to:

• Understand GenAI’s Impact: Gain a clear understanding of GenAI’s potential to transform contact centers, including eliminating hold times, resolving tier-1 requests, and lowering costs.
• Evaluate In-House vs. Outsourced Solutions: Learn the pros and cons of building GenAI solutions in-house versus purchasing external solutions, with real-world examples and performance benchmarks.
• Avoid Common Pitfalls: Identify and mitigate the most significant risks associated with GenAI adoption, from security vulnerabilities to implementation challenges.
• Build a Strategic Roadmap: Create a comprehensive GenAI adoption strategy that aligns with your contact center’s unique requirements and long-term goals.

This session will be led by Carolina Manterola, Principal Engagement Manager at Replicant, and feature a fireside chat with Janet Hsiao, Senior Director of Technical Product Management at Sunrun. We’ll conclude with an expert-led Q&A, offering a platform to address your specific concerns and receive personalized advice.