Harness Customer Insights by Applying AI in Your Contact Center

Wednesday, January 26, 2022
12:00 am

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Most organizations now have the technology to deliver effective customer service across mobile, voice, web, and social channels. But many are missing out on the insights they could be gathering from these channels. By cataloguing and analyzing interactions, businesses can use the insights they gather to better serve their customers and their business.

New AI/ML tools available from AWS such as Amazon Connect Contact Lens, Voice ID, and Wisdom, have the capabilities to deliver deep, actionable insights about your customers and what is and isn’t working in your customer service channels. Join us for a webinar where we’ll walk through practical ways to start applying AI to measure and immediately improve your contact center experience - for your customers and your business.

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1904labs is an AWS consulting partner, focusing on transforming contact centers with Amazon Connect and Lex. This webinar is part of a series with upcoming topics for 2022 that include vertical deep dives on the customer service journey in industries like healthcare, financial services, and more. Follow us on LinkedIn for updates!


Tom Thelen
Tom Thelen
Director of AI-Enabled Customer Service Solutions at 1904labs

Currently the Director of AI-Enabled Customer Service Solutions at 1904labs, Tom has spent the last seven years managing national technology programs at Centene, including its omnichannel customer service product strategy. With a proven track record both in consulting and internally driving enterprise technology initiatives, Tom’s focus is on leveraging technology solutions to drive results, grow revenue, and enable innovation.

Brandon Fischer
Brandon Fischer
Practice Director, Decision Science & Data Engineering at 1904labs

Brandon has spent his career in the data science and analytics space both as an executive and expert Data Scientist, leading teams and building machine learning capabilities for enterprise brands. With experience driving innovation at clients in the automotive, CPG, energy, finance, pharmaceutical, technology, telecom, financial services, and travel industries, Brandon is now leading both our Data Engineering and Decision Science practices to bring his expertise in analytics, machine learning, and AI to all our customer engagements.

Carol Righi
Carol Righi
Human-Centered Design and Research Practice Lead

Carol Righi has been a practitioner of Human-Centered Design for more than 25 years. She is widely considered an HCD thought leader; has extensive experience in research, design, and management; is widely published; and has presented at numerous professional meetings worldwide. She is co-author of “User-Centered Design Stories” and “User-Centered Design: An Integrated Approach.”

Carol has engaged in over 350 HCD projects for customers such as Google, Yahoo!, Amazon, IBM, Scottrade, Wells Fargo, BJC, Fidelity, Mapquest, MetLife, and many others. She is a member of the User Experience Professionals Association and ACM’s SIGCHI. She is a founding member of the UTEST Advisory Council. She serves on the editorial board of the peer-reviewed “Journal of Usability Studies” and is frequently sought out to review journal articles, conference submissions, books, and other scholarly and professional works. Carol was Usability Co-Chair for CHI 2007.

Carol’s past positions have included Usability Manager at IBM Personal Software Products, Director of User-Centered Design at Perficient, and Manager of Academic User services at Teachers College, Columbia University. Carol received her undergraduate degree in psychology in 1981 and her PhD. educational psychology in 1988, both from Fordham University in New York City.

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