Reshaping Customer and Agent Experience with Artificial Intelligence

13:40 30 minutes presentation IJ zaal
Gilles Talbot Genesys

A few years ago, when we talked about Artificial Intelligence for Customer Service, what we probably had in mind was ‘just’ chatbot. The fast development of AI and Machine Learning brings and will keep bringing much more exciting capabilities to the contact center to improve both customers and agents experience. Capabilities such as predictive routing, predictive engagement, automated forecasting and agent assist. Learn more about the impact of AI on Customer Service and Customer Experience!

Gilles Talbot

Gilles Talbot


Gilles Talbot is a Senior Principal Business Consultant at Genesys, and has over 18 years of experience in Contacts Centers and Customer Experience management in many industries (banking, insurance, telco etc.). He joined Genesys in 2012. Besides being a Customer Experience passionate, Gilles enjoys listening to music, playing tennis, and spending time with his family. He lives in Paris.

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