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Session 309: The Business of Chatbots: Creating Customer Service and Reducing Costs

Wednesday, April 22 at 3:00 PM

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StarTek is an outsourcing company with over 50,000 agents, supporting over 200 global clients and handling over 50 million contacts each month. Join us for an engaging panel discussion to on how StarTek launched a chatbot, increased customer satisfaction, and reduced costs. Learn about:
• The business drivers and potential benefits of chatbots
• The relative costs involved in creating and launching a chatbot
• How to know whether your organization is ready for chatbots
• Technology and skillsets required
• Customer expectations of chatbots
• How chatbots are different from chat

Our panelists will share their chatbot, provide an overview of outcomes and customer reactions (so far), and, through StarTek's future plans, take a look ahead to the next evolution of chatbots.

SupportWorld Live speaker photo for James-Vernon

James Vernon

Global VP, IT Professional Services

StarTek

Jamie Vernon has held a variety of IT roles over the last 20 years, including end user support, database administration, infrastructure, application development, and project management across in healthcare, telecommunications, mining, and energy. At STARTEK, Jamie has been tasked with helping customers adopt advanced technology in their pursuit of strategic improvement of their customer care; his leadership has resulted in 14 straight quarters of 99.999% IT service uptime, along with responsibility for initiatives related to chatbots, robotic process automation, omnichannel, workforce management, and more.