Customer Service Is Broken – It’s Time to Fix It

Webinar | 6/28/22

Webinar

Held June 28th, 2022

AWS’s Connect tools are revolutionizing the patchwork approach to customer service. If you’re stitching together multiple platforms and services (voice, web, mobile, email, etc.) to support customer interactions, your customers feel the pain of a disjointed experience – and you’re spending too much to integrate and maintain disparate best-of-breed technology solutions.

In this webinar, we discuss how to deliver seamless, human-like conversational interactions for all channels on a single platform using the latest AI/NLP tools from AWS. Specifically, we cover:

  • The challenges in customer experience, cost, and analytics that companies face as in-demand customer service channels have expanded
  • How you can create a unified, AI-enabled customer service platform that brings together experience and insights to dramatically impact your bottom line
  • Why this is a challenge you need to tackle now

Webinar Replay


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!


Speakers:

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.

Brandon Fischer, Practice Lead, 1904labs

Brandon Fischer – Director of Decision Science at 1904labs

Brandon has spent his career in the data science and analytics space both as an executive and expert Data Scientist, leading teams and building machine learning capabilities for enterprise brands. With experience driving innovation at clients in the automotive, CPG, energy, finance, pharmaceutical, technology, telecom, financial services, and travel industries, Brandon is now working on our AI Enabled Customer Service Solutions to apply his expertise in analytics, machine learning, and AI to customer service.