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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.
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