By Björn Gülsdorff, Chief Business Development Officer
The end of February is Call Center World time, Europe’s biggest “international conference and trade show for innovative customer dialogue”, now in its 20th year. (Congratulations!)
Whilst chatbots and artificial intelligence (AI) made it to the stage last year already, they have now become one of the major topics of the show and I am excited to have three speaking slots with our partner sogedes.
Excited and a little bit nervous: Since last year, the AI hype cycle is said to be past the “peak of inflated expectations” and having started the descent into the “trough of disillusionment”. Looking at what some people did promise and how they boasted about the “intelligence” of their solutions, that is a well-deserved set-back, but there is always the risk of an overreactions and buyers turning their back on technology altogether, just because of too high expectations. I will learn it the hard way, I guess, whether they have embraced the pragmatic (and working) hybrid approach already or not. My recent speeches in places as diverse as the Financial Forum in Hong Kong and the Service Desk Forum in Mainz, Germany give me hope, but you never know.
I am also looking forward to CCW 2018 because the world of call centres is comprehensively covered. It is the perfect place to see how virtual agents do (and must) fit into a customer communication strategy, how they can support agents best – “collaborate”, I should say – and which backend systems to integrate with. I’m also interested to hear where newer channels like messenger platforms (such as Facebook Messenger) are fitting into contact centre strategies. Could they be replacing AI as the most hyped topic?
In any case, it will be three challenging and inspiring days (from February 27 to March 1, since you ask) at the booth with sogedes and my colleague Katrin Zieren (Hall 3, Booth E8-E10). I am looking forward to that.
If you’re attending, be sure to catch our “Chatbots in action” presentation on Tuesday, February 27 at 11:30 in Hall 3 – International Plaza. We’ll also be showcasing chatbot solutions on Wednesday at 15:10 and Thursday at 13:00 in Hall 1 – TeleTalk-Demoforum. There’s more information and the full agenda on the CCW 2018 website.
If you can’t attend but want to learn more, request a live demo to see our chatbots in action.