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Paulo Gottgtroy

Head of Decision Science & Analytics

Mercury NZ 

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SESSIONS

Day 1

9:30

Keynote Panel: Beyond the Buzzword: Implementation of AI Across Contact Centre Operations and Efficiencies

  • How AI and ML are revolutionising customer service, leading to increased customer satisfaction and loyalty.

  • Utilisation of AI in contact centre operations for streamlining processes.

  • Automating workflows and process automation, to reduce handling times within contact centres.

  • How can AI forecast customer needs and identify cost-saving opportunities for enhanced cost efficiency.


Moderator: Nicola Chrisp, Head of Customer Engagement, Toitū Te Whenua Land Information New Zealand

Mo Odedra, GM of Client Experience, Fisher Funds

Priya Thurai, Head of Insights, Watercare Services Limited

Paulo Gottgtroy, Head of Decision Science & Analytics, Mercury NZ

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