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Omnichannel Virtual Assistants – the next frontier in voice and text for customer service

Many companies are turning to chatbots and virtual assistants to improve customer experience and increase operational efficiency. In the past text and voice channels were distinct. Now, tools and technologies are emerging to support omnichannel virtual assistants that seamlessly blend text and voice. However, voice and text interactions are quite different and have specialized design requirements. In this session, we will review core principles for building chat and voice assistants and review key considerations for each channel. 

  • How true intelligent virtual assistants (IVA’s) differ from chatbots
  • The unique challenges of designing for voice
  • Selecting the right problems to solve with IVA’s
  • Skills and talents needed for success
  • Getting past stumbling blocks in order to scale

Our panel of experts:

  • Seth Earley, Founder & CEO, Earley Information Science
  • Chris Featherstone, World Wide Business Development, AI/ML, Amazon Web Services

 

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Earley Information Science Team
Earley Information Science Team
We're passionate about enterprise data and love discussing industry knowledge, best practices, and insights. We look forward to hearing from you! Comment below to join the conversation.

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