Harness Customer Insights by Applying AI in Your Contact Center

Webinar | 1/26/22


Held January 26th

Most organizations now have the technology to deliver effective customer service across mobile, voice, web, and social channels. But many are missing out on the insights they could be gathering from these channels. By cataloguing and analyzing interactions, businesses can use the insights they gather to better serve their customers and their business.

New AI/ML tools available from AWS such as Amazon Connect Contact Lens, Voice ID, and Wisdom, have the capabilities to deliver deep, actionable insights about your customers and what is and isn’t working in your customer service channels. Join us for a webinar where we’ll walk through practical ways to start applying AI to measure and immediately improve your contact center experience – for both your customers and your business.

The webinar was recorded, so even if you couldn’t make it January 26th, 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.

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.

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.