Customer Engagement
D365 CE and CRM
Juan Gutierrez Botella
Europe Digital Sales & Service Lead
Avanade
Cognitive Contact Center.- Adding AI into the contact center procedures, through being able to analyze 90% of the conversations that happen with our customers, actually being delivered over voice. Through converting speech into text we will be able to analyze the conversation, analyzing sentiment, detecting risk of leakage or identifying how often a certain topic is raised on a conversation and allowing either bots or human agents to deliver a better customer experience.