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AI and RPA – Transforming Customer Service- Tech Tank


Presented By: CrmXchange


Presented by: Karen Inbar, Solution Marketing, NICE and

Michael Haisten, Principal Consultant, Intelligent Self-Service Solutions, Jacada

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About the Webcast

Companies can now optimize how work gets done – by humans working with robots – across the organization. Routine tasks are automated, processes are streamlined, and employee productivity is increased. 

During this webcast, you will hear about RPA and the how AI automation strengthens speech and digital to complement one another in a multi-modal experience.

Adding a digital component to speech initiated self-service interactions opens up possibilities to offer digital assistance where the customer seems to need additional assistance on the speech application. You will see: 

  • Jacada’s Interact low-code automation hub which allows business analysts to reuse integrations and conversational flows across multiple channels, simultaneously, to automate self-service transactions without having to custom build or code each experience separately.
  • Allow the customer to escalate to human assistance with full context of their self-service journey to that point.

Using Robotic Process Automation (RPA) to create seamless bot/human hybrid automation amplifies agent productivity as opposed to replacing the agent. During this webcast you will hear how NICE RPA will help to: 

  • Identify which processes to target with automation
  • Intelligently and effectively pinpoint processes which yield the best ROI  

About the Presenters

Karen Inbar, Director of Marketing, NICE Advanced Process Automation Solutions

Karen Inbar is a seasoned marketer for NICE Advanced Process Automation Solutions. Karen brings over 20 years of experience in marketing strategy and product marketing, acquired while working for leading global high-tech companies, such as Microsoft and SAP. Karen holds a Bachelor's degree in Economics and Business and a Master of Business Administration.

Michael Haisten, Principal Consultant, Intelligent Self-Service Solutions, Jacada

Michael began his career in customer experience with spending 8 years at EarthLink leading their self-service and channel strategy initiatives including natural language IVR, chat, and web self-service.  He then moved into the technology sector where he led Professional Services for one of the early social media customer care platforms at SoCoCare.  Upon an acquisition by Five9, he moved into a Solutions Consulting role with an emphasis on omni-channel customer service. At Jacada, he’s charged with growing their self-service product line and helping Jacada’s customers optimize their self-service solutions.  He holds a BS from Mercer University and an MBA from the Georgia Institute of Technology.