The Rise of AI & Automation for The Next Level Contact Center Operations 💫

The Conference of The Best Contact Center Indonesia 2024 was successfully held on 9-10 September 2024. The event brought together esteemed leaders from both local and international companies, providing a platform for several speakers to present their latest solutions in contact center technology, in line with our theme, “Innovative Customer Service: Building AI-Powered Contact Center.”

One of our notable speakers, Wani Sabu from PT Bank Central Asia Tbk (BCA), shared their groundbreaking innovations in the digitalization of their services, positioning themselves as pioneers in digital contact center services and operations in Indonesia. With her presentation titled “The Rise of AI & Automation for The Next Level Contact Center Operations,” she demonstrated how AI and automation technology have been leveraged to enhance the customer experience by the significant increase in the number of new BCA customers.

AI and automation are revolutionizing the contact center industry. These technologies boost operational efficiency and foster collaboration between automated systems and human agents. Although we should beware of the downside of this technology, such as cybercrime, as we embrace these advancements, the future of contact centers looks brighter, offering even more opportunities for innovation and excellence.