Beyond Omnichannel: Unifying Customer Service Channels With AI

Webinar | 3/10/22


Held March 10th

Consumer-focused companies have made significant investments to deliver an omnichannel service experience for their customers while improving labor efficiencies. However, challenges remain in attaining desired levels of digital containment, and customers are often faced with a disjointed and less-than-ideal experience when needing real-time assistance. Is this really the omnichannel companies were aiming for?

Join us to discuss the future of customer service and how deploying AI & NLP customer experience focused solutions can lift organizations beyond disjointed omnichannel to a more seamless experience that better serves customers, enables more accessible self-service, and delivers significant business value via increased contact deflection rates. In this webinar, we will be discussing:

  • How many existing customer service models unnecessarily limit how businesses can help their customers
  • The attainable future of seamless customer service with AI & NLP
  • How to take the next step in transforming your customer service experience model

This webinar has passed, but follow our LinkedIn page for updates on upcoming webinars!

The webinar was recorded, so even if you couldn’t make it March 10th, register to get the replay emailed to you.

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, 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.

Carol Righi, Director of Solution Experience at 1904labs

Carol has been a practitioner of User Experience and User-Centered Design for over 30 years. She is a thought leader for UX research, design, and process; is widely published; and has taught thousands of students worldwide. She is co-author of “User-Centered Design Stories”​ and “User-Centered Design: An Integrated Approach.