PegaWorld 2019: How BT successfully integrates smart technology in contact centers

With the advent of AI, Robotic Automation and virtual agents, the "fear of redundancy" in the contact center is a common concern among human agents within the customer service industry. But rather than pitting the villainous "Botmans" vs. the human hero "Super Agents", an alliance between these two sides that will ultimately benefit the customer should be the ultimate goal. In this session, Nicola Millard - Head of Customer Insight and Futures at British Telecom will explore how smart human agents plus smart technologies are better together than as adversaries.


  • Product Area: Customer Service
  • Topic: Artificial Intelligence
  • Topic: Customer Service
  • Topic: Internet of Things
  • Topic: PegaWorld
  • Challenge: Operational Excellence

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