Arvato’s customer experience experts and industry thought leaders came together to discuss how robotic process automation (RPA), chatbots and artificial intelligence (AI) will transform customer interactions at the latest ArvatoTalks conference.
Held at the Blue Fin Venue in Southwark, London on Wednesday 25th April, ‘Customer service in the age of automation’ aimed to help attendees get a better understanding of automation and learn how the technologies will evolve in a customer service setting over the next decade. In addition, the event provided an insight into how to take advantage of the benefits on offer.
Hosted in partnership with the UK Contact Centre Forum (UKCCF), technology experts from Arvato, PegaSystems and ISG outlined their perspectives on the applications of automation and showcased a series of best practice examples of it working in action. They also provided guidance on how brands can integrate the technology to enhance their own customer experience offerings.
The exclusive event was the second instalment of the ArvatoTalks series, following ‘Customer Service 2025’ held in September 2017.
David Morton, Sales and Solutions Director, CRM Solutions, Arvato UK & Ireland, said: “Automation is going to bring about a revolution in service delivery, radically changing the way brands and consumers interact with each other forever. As the development of this technology accelerates, the benefits on offer will only continue to expand.
“In this environment, the role of the human agent will become even more important. The customer service representative of the future will work with automated systems to deliver a whole new level of personalisation in customer experience, and those who get this right will be able to steal a march on the competition. Thanks to all of our attendees and we look forward to the next event in our ArvatoTalks series.”