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IAMAI – Exotel Roundtable

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Empathy Meets Efficiency: Gen AI’s Role in Transforming Customer Journeys

Pullman hotel - Aerocity,
New Delhi
16th January
2025
03:30 p.m.
onwards

About The Roundtable

An exclusive roundtable organized by the Internet and Mobile Association of India (IAMAI) in collaboration with Exotel during India Digital Summit. This roundtable will focus on the topic, "Empathy Meets Efficiency: AI’s Role in Transforming Customer Journeys". This roundtable will bring together C-level executives and key decision-makers to explore how AI can enhance human empathy in delivering personalized customer and agent experiences. It will delve into strategies to leverage AI for operational excellence, drive customer satisfaction, and foster agent productivity, all while addressing ethical and technological challenges.

Discussion Points

This session will provide a platform for thought leaders to exchange insights, share experiences, and define actionable strategies for integrating AI into customer journeys.

Redefining Customer Experiences with AI

  • How AI enables hyper-personalization in customer interactions.
  • Analyze 100% customer conversations to derive meaningful insights.
  • Building trust: Ensuring transparency in AI-driven customer experiences.

Augmenting Agents through Agentic AI

  • Using AI to reduce manual tasks and enhance productivity.
  • AI as a collaborator: Fostering AI-Human Harmony in CX.
  • Upskilling the workforce to effectively utilize AI tools.

Balancing Innovation with Responsibility

  • Addressing ethical challenges in deploying AI at scale.
  • Managing data privacy and security in AI-driven ecosystems.
  • Ensuring compliance with regulations and ethical AI frameworks.

Real-World Use Cases and Success Stories

  • Insights into successful AI implementations in CX and engagement.
  • Challenges faced and lessons learned from leading AI adopters.

Future Roadmap for Agentic AI Adoption

  • Emerging trends in AI-powered customer experiences.
  • Creating a scalable, adaptable, and sustainable AI strategy.

Agenda

03:30 PM
Registrations
03:45 PM
Roundtable Discussion
04:45 PM
Closing Remarks

About IAMAI

Internet and Mobile Association of India (IAMAI) is a not-for-profit industry body registered under the Societies Registration Act, 1860. Its mandate is to expand and enhance the online and mobile value-added services sectors. It is dedicated to presenting a unified voice of the businesses it represents to the government, investors, consumers, and other stakeholders. IAMAI represents varied sectors such as digital advertising, digital entertainment, TravelTech, online gaming, digital payments, Fintech, digital commerce, Edtech, Healthtech, Agritech, blockchain, Big data, ML, AI & IoT, AR/VR, LogisticsTech and so on. www.iamai.in.

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