Understanding Customer Intent in the Contact Centre

Sandra Radlovački

CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio

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CX Today’s Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio.

In this session, we discuss the following:

  • Why is capturing customer intent so important?
  • What process do you recommend for capturing customer intent?
  • How should a contact centre analyse customer intent to drive value?
  • What positive results have Sabio customers realised from actioning customer intent insights?

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