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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Session 603: Automating Advancements in Higher Education and Beyond: The Anthology Experience

Jordan Johnson  (Director, Help Desk Services, Anthology)

Location: Java Sea 1

Date: Thursday, October 19

Time: 4:00 pm - 5:00 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Case Study

Vault Recording: TBD

In recent years, the contact center market has seen remarkable advancements in chatbot functionality and automation tools, revolutionizing customer interactions and service delivery. Chatbots have become integral to modern contact centers, streamlining communication, enhancing customer experiences, and boosting operational efficiency.

Enhanced natural language processing (NLP) has played a vital role, enabling chatbots to better understand and respond to customer queries with improved accuracy and relevance. The integration of artificial intelligence and machine learning empowers chatbots with self-learning capabilities, constantly improving their responses and adapting to changing customer needs without constant manual updates.

Moreover, the convergence of chatbots with other automation tools, such as robotic process automation (RPA) and customer relationship management (CRM) systems, ensures seamless customer interactions across various channels. This integration allows chatbots to access real-time customer data and provide personalized solutions, resulting in a cohesive and consistent customer experience.

In this session, learn how the team at Anthology (formerly Blackboard) has leveraged advancements in chatbot functionality and automation to improve CSAT and manage their operational costs. You don't have to be in higher education to get value out of this session -- there's something for everyone!