Newsroom
- VADS
- Newsroom
- VADS and Exotel Hold Exclusive Workshop Discussing Personalized Digital Customer Experience with AI Power
VADS and Exotel Hold Exclusive Workshop Discussing Personalized Digital Customer Experience with AI Power
06 June 2024
Jakarta, June 6, 2024 - PT VADS Indonesia, in collaboration with Exotel, hosted a Workshop for Leaders with the theme "Delivering Personalized Digital CX with AI" at The Westin Hotel, South Jakarta.
The event featured experienced and competent speakers in AI technology: Saravanan Belusami (CEO of PT VADS Indonesia), Ankush Wadhwa (Vice President & Head of International Business at Exotel), and Vivilia Setiawan (Account Director at Exotel). The workshop participants included executives from 33 prominent companies across various industries such as Hyundai, Gojek, OCBC NISP, MRT, BYD, Biofarma, Paragon Technology and Innovation, BCA Life, SiCepat, Bukalapak, among others, as well as representatives from the government and ministries.
"Digital Contact Centers play a crucial role in the modern era for several main reasons. First, their setup is easy and efficient, requiring just a few clicks. Second, they offer flexible scaling to meet unexpected demands by securely onboarding agents. Third, they optimize personnel and productivity to reduce operational costs. Additionally, these contact centers enable superior customer service without substantial investment in IT infrastructure, supported by advanced technologies like Analytics, AI, and Chatbot, and manage communication traffic to reduce customer issue resolution times, thus enhancing customer satisfaction," explained Saravanan Belusami, CEO of PT VADS Indonesia.
Through these advantages, Digital Contact Centers play a crucial role in providing effective and efficient customer service, helping companies stay competitive in an increasingly digital and dynamic market. Personalized digital customer experience involves all customer interactions with a brand through online channels such as social media, live chat, email, websites, and mobile apps. The overall customer perception of the brand forms their digital experience.
Personalized digital CX has a significant impact. An Epsilon study found that 80% of customers are more likely to purchase from brands offering personalized experiences. Salesforce research also showed that 79% of customers are willing to share relevant data for more contextual engagement and 88% for personalized offers.
"The benefits of personalized digital CX include increased conversion rates, average order values, lead nurturing, and customer retention. Personalization not only makes customers feel more valued but also delivers significant business results. With this approach, companies can strengthen relationships with customers and enhance long-term success in a competitive market," stated Saravanan Belusami.
Ankush Wadhwa, Vice President & Head of International Business at Exotel, one of PT VADS Indonesia's partners, also revealed, "This AI-based contact center solution offers detailed control, high-level privacy, and flexible deployment models. It provides omnichannel services such as voice, video, WhatsApp, WebChat, Facebook, Messenger, Twitter, Instagram, and Google Business Manager. The solution boasts 99.99% uptime, increases productivity by 60%, and supports over 50 million daily engagements. Key features include Powerful Dialer, AI Agent Assistant, Agent Self Monitoring, Omni Interaction, Automated Call Summary, dashboard, universal routing, and scaling capabilities for over 20,000+ agents."
"Exotel's solutions leverage GenAI technology for 50% faster resolution. These solutions empower contextual customer conversations using bots based on Large Language Models supported by generative AI. Key features include a Voice Bot capable of large-scale human-like conversations, Next-Gen Chatbot providing empathetic responses based on user sentiment, Exo Insights API allowing answer customization using information from documents, PDFs, Excel, etc., and Exo Minds API enhancing agent productivity with smart summarization, transcription, and translation," added Vivilia Setiawan, Account Director at Exotel.
The Workshop for Leaders not only featured presentations from leading speakers but also hosted an Interactive Roundtable Discussion moderated by Raman Kishore, Head of International Marketing at Exotel. During this session, participants showed high enthusiasm in sharing experiences and exploring their interests in implementing personalized digital CX in their respective companies. This spirit of collaboration and openness is expected to form a strong foundation for leaders to adopt new innovations and strategies in enhancing digital customer experiences in the future.
Related News
19 November 2024
14 November 2024
08 November 2024
05 November 2024
01 November 2024
31 October 2024
25 October 2024
22 October 2024
18 October 2024
16 October 2024
11 October 2024
09 October 2024
08 October 2024
07 October 2024
27 September 2024
24 September 2024
20 September 2024
13 September 2024
10 September 2024
10 September 2024
06 September 2024
04 September 2024
02 September 2024
02 September 2024
09 August 2024
05 August 2024
26 July 2024
23 July 2024
02 July 2024
25 June 2024
18 June 2024
14 June 2024
31 May 2024
24 May 2024
26 April 2024
02 April 2024
08 March 2024
05 March 2024
01 March 2024
29 February 2024
27 February 2024
23 February 2024
20 February 2024
16 February 2024
13 February 2024
09 February 2024
06 February 2024
02 February 2024
30 January 2024
26 January 2024
23 January 2024
19 January 2024
17 January 2024
12 January 2024
09 January 2024
05 January 2024
04 January 2024
29 December 2023
26 December 2023
20 December 2023
13 December 2023
08 December 2023
05 December 2023
28 November 2023
23 November 2023
17 November 2023
14 November 2023
09 November 2023
08 November 2023
01 November 2023
24 October 2023
17 October 2023
17 October 2023
11 October 2023
10 October 2023
06 October 2023
04 October 2023
29 September 2023
27 September 2023
26 September 2023
22 September 2023
21 September 2023
15 September 2023
08 September 2023
01 September 2023
22 August 2023
18 August 2023
15 August 2023
15 August 2023
04 August 2023
26 July 2023
21 July 2023
04 July 2023
03 July 2023
30 June 2023
09 June 2023
01 June 2023
30 May 2023
26 May 2023
19 May 2023
17 May 2023
12 May 2023
04 April 2023
16 March 2023
09 March 2023
24 February 2023
22 February 2023
14 February 2023
13 February 2023
09 February 2023
31 January 2023
26 January 2023
23 January 2023
19 January 2023
12 January 2023
10 January 2023
06 December 2022
31 August 2022
17 June 2022
09 May 2022
20 April 2022
06 April 2022
01 April 2022
25 February 2022
23 February 2022
21 February 2022
18 February 2022
15 February 2022
11 February 2022
08 February 2022
07 February 2022
04 February 2022
02 February 2022
31 January 2022
17 January 2022
14 January 2022
07 January 2022
03 January 2022
28 December 2021
07 December 2021
01 November 2021
27 October 2021
25 October 2021
18 October 2021
15 October 2021
14 October 2021
21 September 2021
22 April 2021
15 April 2021
13 April 2021
08 April 2021
05 April 2021
26 March 2021
23 March 2021
18 March 2021
15 March 2021
12 March 2021
09 March 2021
04 March 2021
02 March 2021
26 February 2021
23 February 2021
19 February 2021
16 February 2021
11 February 2021
09 February 2021
04 February 2021
02 February 2021
26 January 2021
21 January 2021
19 January 2021
14 January 2021
12 January 2021
07 January 2021
05 January 2021
29 December 2020
17 December 2020
15 December 2020
10 December 2020
08 December 2020
04 December 2020
02 December 2020
18 November 2020
16 November 2020
13 November 2020
11 November 2020
10 November 2020
09 November 2020
06 November 2020
04 November 2020
28 October 2020
23 October 2020
12 October 2020
09 October 2020
06 October 2020
02 October 2020
30 September 2020
23 September 2020
19 September 2020
26 August 2020
22 July 2020
23 April 2020
16 April 2020
09 April 2020
26 March 2020
19 March 2020
12 March 2020
05 March 2020
27 February 2020
20 February 2020
13 February 2020
06 February 2020