Tue Søttrup
Live from Denmark

Tue Søttrup

VP CX Excellence & Chief Evangelist, Dixa

With 20+ years in customer service, Tue is fueled by his passion. He sees software as a force to fortify brand relationships, elevate customer experiences, and transform agent engagement. His expertise embodies the pivotal fusion of technology and customer-centricity.

Talk title: "Turn your front-line employees into Super Agents with Generative AI."

Abstract: 

There's a common belief in the industry that Generative AI will soon replace all customer service agents' jobs. That's not entirely true. Customers still need to speak with skilled humans to tackle complex issues. However, Generative AI can be a game-changer, helping eliminate tasks that don't add value for customers or organizations.

Generative AI, like ChatGPT, is very effective when it comes to summarizing conversations, suggesting replies to inquiries based on knowledge-based articles, translating messages, correcting spelling and grammar, changing tone, and improving writing.

Generative AI can significantly increase the efficiency of customer service agents by handling routine inquiries, allowing agents to focus on more complex issues. By automating responses to frequently asked questions and providing real-time suggestions based on historical data, AI-powered systems can help agents manage a higher volume of inquiries without compromising service quality. This reduces response times and enables organizations to scale their support capabilities while maintaining high levels of customer satisfaction.

Discover how to harness the power of Generative AI to enhance your front-line agents' capabilities while still maintaining the human touch.

In this presentation, Tue will discuss:

  • How generative AI can remove friction for front-line agents
  • Eliminating repetitive tasks frees up time for more value-creating activities
  • Measuring the value of AI
  • Why happy agents create happy customers