On-Demand
Hosted by Explora Journeys, EdgeTier & AWS
What happens when you have 1000 customer support analysts to examine your data and provide insights for the whole business.
AI is changing what’s possible for analytics in the contact centre, and agentic AI is the next leap forward. Imagine having 1,000 customer support analysts working across every customer conversation you’ve ever had, always on, never missing a thing. Right now, getting answers from your contact centre data means analysts spending hours, sometimes days, building dashboards and pulling reports. With agentic AI, that changes completely. You ask a question, you get an answer. No waiting, no manual work, no gaps in your data.
In this webinar, EdgeTier, AWS, and our guest speaker Caroline Cooney-Hurrell, Global Customer Support and Contact Centre Operations Leader at Explora Journeys, took a detailed look at what this shift means for contact centre teams. Caroline shared how Explora use EdgeTier across their contact centre operations, and also offer an inside look at what they’ve seen from early access to EdgeTier’s Agentic AI technology.
Agentic AI is moving fast and the contact centre teams that figure this out first will have a significant edge. This webinar is where you can start!
What Was Discussed:
- How Explora use AI to analyse 100% of conversations and negate the need for dedicated analytics resources.
- How agentic AI was used to speed up insight. In Caroline’s own words: “Within minutes, we can have the background to something that would have taken me hours. It’s allowed us to speed up in terms of understanding what’s going on.”
- How to get buy in and approval internally to get started with agentic analytics.
Speakers:
- Caroline Cooney-Hurrell, Global Customer Support and Contact Centre Operations Leader at Explora Journeys
- Bart Lehane CCO & Co-Founder, EdgeTier
- Milo Oostergo, Principal Solutions Architect, AWS
