2026 Schedule

In an era where customer expectations are constantly evolving, contact centers face the challenge of delivering prompt, accurate, and efficient support. This presentation explores best practices for integrating chatbots into your existing service desk infrastructure, focusing on achieving seamless interaction and excellent customer service. We will dive into the transformative benefits of agent-assist technologies, which enhance agent effectiveness and improve response times, ultimately leading to higher customer satisfaction.

Additionally, we will discuss the importance of incorporating both internal knowledge and publicly available resources into their AI setup. This dual approach ensures that agents are equipped with comprehensive information, empowering them to resolve issues more effectively and maintain consistent communication. We will also discuss testing, quality assurance, and governance for your contact center AI tools. Further, attendees will gain practical insights on leveraging their knowledge base(s) for internal and external AI integrations. Finally, we will discuss lessons learned in the AI optimization process.

Join Vanderbilt University Information Technology to discover how AI advancements are reshaping the customer support landscape in higher education.

Takeaway

-learn best practices for implementing a chatbot in existing service desk contact center infrastructure
-understand the benefits of using agent-assist technology within contact center architecture
-incorporate both internal and public-facing knowledge into chatbot setup and agent-assist configurations
-optimize your knowledge base(s) for internal and external AI integrations
-understand why focusing on quality assurance, testing, and governance is crucial
-upskill and build your team with AI tools in your existing customer support workflow