Contact Center Transformation With AI

Why Technology Is Not Enough


Held November 4th

Many organizations see the promise AI and voice bots offer to their business.

Arming yourself with the technology that allows you to leverage Conversational AI Virtual Agents in your contact center is a large investment, but you can’t meet your goals simply with technology out of the box.

What steps do you have to take to get it right the first time and gain ultimate value for your business?

What you’ll get out of this webinar:

  • How to understand the needs of your people and your business for Conversational AI Virtual Agents
  • What you need to think about in terms of customer experience and conversational design
  • How to get to the initial solution design and make it actionable for your IT team

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: best practices for conversational design and building AI-enabled chatbots. 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, Solution Methodology and Research Lead 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.