Common Sense Virtual Roundtable:

Increasing Calling Capacity & Improving CX with Voice AI

1st April, 2022, 10 – 11 AM Jakarta Time / 2 – 3 PM Sydney Time, Successfully held

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Presented by

Here’s what we discussed:

If your call center agents routinely verify large numbers of customer identities, you’re limiting your calling capacity and missing opportunities to improve customer experience.

In this virtual roundtable session, we learned how companies are using voice AI technology to automate repetitive customer verification calls and evolve from customer service to a customer activation team while delivering better experiences.

Solution Expert

Tom Blackman

Vice President, Head of Global Sales & Success at AI Rudder

Here is what we learned:

Duncan Guy, General Manager – Customer, Baptistcare, General Manager – Customer, Baptistcare

Salesforce has been very much a part of their focus and recently they have added Box which is a Cloud Contact Center software embedded in it.
This provides an overview of a customer from the entry point. They have not yet gotten insights all the way from customer service to exit using this system, but they are getting there.

Investing in CX for growth purposes is a less mature effort in healthcare than in other industries. Guy said he makes the business case around what the company’s growth goals are and looks to present a sustainable program to his board to achieve those goals.

When it came down to getting the investment for Salesforce, the final pitch was a show-and-tell exercise where he walked his board through the customer experience.

Guy used to attend an annual event called Customer Contact Week, which is a US-based event with a presence in Australia. It allowed him to sort through the considerable number of recent technology offerings in the CX field.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About AI Rudder:

AI Rudder is a software company that harnesses the power of AI voice automation to supercharge customer experiences. With AI voice assistants, your call center can make quality human-like calls at lightning speeds, collecting and analysing data automatically to reach and activate more customers. AI Rudder helps call centers reduce costs by automating repetitive tasks and lowering agent workload. This free up agents to focus on things only humans can do. Over the long term, AI Rudder aims to rethink the future of business communication.

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

Here’s what attendees at past events have said:

I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.

Kimberly Carpenter

Director, Large Business Customer Experience, NRG Energy

A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.

Ryan Smith

Sr. Director Care Strategy & CX, GoDaddy

I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.

Nicholas Zeisler

Principal, Zeisler Consulting

Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.