Artificial Intelligence Panel Discussion

Description

AI without the hype! While there has been much confusion in the call center space around this topic, we will help define what it really is, how it’s actually working and discuss what the future holds for AI. We’ll look at how AI is revamping contact centers and helping redefine the customer experience itself. 

Our panelists are vendor agnostic users with AI experience and deep subject matter expertise. The discussion will include conversations around chatbot, virtual voice AI, agent assist tools and more. Please come with your thoughts, questions and use cases around AI in your centers, how you will want to apply them, or already have, as this will be an interactive event.

Meet our panelists:

Jasper Nastor

Jasper has been working with the contact center industry for almost a decade. Half of it dedicated to Quality, and the other half with the innovation for conversational AI. Transforming conventional Quality to the new age of contact center QA innovation with the help of AI and NLP (Natural Language Processing).

He leads a team of expert advisors in the realm of conversational AI, including end-to-end Speech Analytics deployment; implementation, change management, tool setup and much more. His portfolio in the field of speech analytics is further diversified by being exposed to a variety of vendors.

Bob Furniss

For more than 40 years, Bob’s career has focused on helping companies improve their customer experience. As a practice leader, his teams drive customer success by designing effective service and support strategies across all channels, with a focus on Salesforce, the world’s leading customer engagement platform. He has consulted with many of the top brands worldwide – and received the prestigious ICMI Lifetime Achievement Award in 2017 for his work in the contact center industry. He writes for several industry publications and is active on Twitter and LinkedIn, where his hashtag is #ILoveThisStuff

On a personal note, Bob is married with two children and two amazing grandsons. He lives in Memphis, TN, loves photography and is an avid Pittsburg Steelers fan. He is actively involved in the support of breast cancer awareness among young women. He and his wife, Susan co-founded Keesha Warrior Princess in 2020 in honor of his daughter’s story (www.warriorprincess.org).

Andrew Pryfogle is founder and CEO of CX Effect, a technology outfitter that focuses exclusively on customer experience. A serial entrepreneur with several successful exits, Pryfogle has built a reputation as an innovator, advocate and sales leader for technology solutions that strengthen companies and make life better for customers. With CX Effect, he has quickly positioned the company as the go-to-market solution for disruptive technology suppliers, leveraging a community of top CX sellers to help organizations map solutions and gear up for digital transformation.

Andrew was a pioneer in cloud telephony. Before most leaders, he saw how the cloud would open immense opportunities for the agent channel. CX Effect is not Andrew's first entrepreneurial endeavor. He founded Terrapin Solutions and its Cloud Services Coalition in 2008 and sold the firm four years later to Intelisys. He and his wife, Susie, also own an award-winning restaurant, Tips Roadside, located in Kenwood, Calif., in the heart of Sonoma Valley.