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Sara Taheri from Prudential Talks Contact Center Transformation at Voice 2022

Voice 2022 brought together the leading innovators in the conversational AI industry. I had the chance to interview Sara Taheri, vice president and chief product owner for contact center and robotics at Prudential Financial, about her contact center transformation initiative. She provides a frank assessment of where contact centers have been and what needs to be done to fully take advantage of AI-based solutions.

Contact Center Transformation at Prudential

Conversational AI technologies have long been tools employed by contact centers. However, in the past, the solutions were simply bolt-ons to the existing contact center technology stack. Taheri discusses how advances in conversational AI have led to new thinking about how contact centers should operate and how the solutions should be developed. She also discussed the group’s organizational model and what staff roles are now more critical than ever.

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