Mitch Mason


Senior Offering Manager
IBM Watson


3:00 PM WORKSHOP D: Create Virtual Agents Leveraging Artificial Intelligence

Delivering world-class service with speed and efficiency in the modern experience economy requires the appropriate tools to be available 24x7x365 for your customers. Due to aging technologies and processes, many contact centers have been left behind when it comes to delivering service to today’s digitally connected, always-on customers. This interactive workshop examines how to approach the use of AI technology to transform antiquated customer contact models into the next generation mentality your customers crave. Walk away equipped with an understanding of what artificial intelligence can do for your customer function.

11:00 AM Toss the Call Scripts: Engage Agents and Customers with a Dynamic Knowledge Base

  • Replace call scripts with a much more dynamic knowledge management solution
  • How effective knowledge management can become an empowerment tool


Check out the incredible speaker line-up to see who will be joining Mitch.

Download The Latest Agenda