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How AI Will Reshape Your Contact Center
Learn how Generative AI will transform the Contact Center, and get actionable tips on how to take advantage of AI to reduce costs, drive value, and satisfy customers.

, SVP & GM Contact Center, Voice & Bots, Service Cloud, Salesforce

, CTO, Santander

, Principal Solution Engineer, Salesforce

, CEO & Principal Analyst, Metrigy

Role: Service
Product: Agentforce Service
Session Level: Introductory
  • Tuesday, Sep 121:30 PM - 2:10 PM PDT
    (8:30 PM - 9:10 PM GMT)
    Room 2006 (Moscone West, Level 2)
  • Thursday, Sep 1411:00 AM - 11:40 AM PDT
    (6:00 PM - 6:40 PM GMT)
    Room 2006 (Moscone West, Level 2)
Session Summary by Einstein: In this Dreamforce session, the discussion revolved around the transformation of contact centers with the help of AI. The session highlighted the potential of AI in delivering better customer experiences and more productivity in contact centers. The session also featured a discussion with Daniel Gonsalves, CTO of Santander UK, who shared his company's journey in transforming their contact center with AI, resulting in significant savings and increased efficiency. The session ended with research findings from Robin Gareiss of Metrigy on the adoption of generative AI and its impact on efficiency and cost savings in contact centers.
Key Takeaways by Einstein:
  1. • The Dreamforce session highlighted the importance of AI in transforming contact centers, with a focus on improving customer and agent experiences, reducing hiring needs, and boosting efficiency.
  2. • The session featured a case study from Santander UK, which demonstrated significant savings and improved efficiency through the implementation of AI in their contact centers.
  3. • The session also presented research findings on the adoption of generative AI, indicating strong adoption rates but also highlighting trust issues related to sensitive data as a key barrier.

From thought-provoking sessions to hands-on workshops, Dreamforce equips you with the tools and knowledge to succeed."

Nadina D. Lisbon

CRM Enterprise Architect

NetApp

Nadina D. Lisbon