AstriCon 2019

After using Open source telephony platforms like Asterisk, mainly with contact center agents for years, we are now exploring the Human to Machine way to provide customer care services. John is getting in touch with customer care in order to have some tourist information, while he is spending the holidays with his wife… And a Self Service IVR integrated with a Natural language machine engine is going to provide him some initial
useful answers to his questions, also by using some AI (Artificial Intelligence)
predictions… Until something unexpected comes up!
And here the things start to get really interesting, because we are trying to see what we
can do with Asterisk, when the contact center Robot can’t find reasonable answers for the
customer. We will describe what has been done so far by playing with Asterisk call center - VoiceBot
and ChatBot - and what we can achieve in the future (Omni-Channel-Bot applied on
email, social media and more channels to come). Cross channel interactions will be analysed, by using some Customer Journey examples, to understand what kind of benefits can experience both the contact center
agents, in terms of proactive engagement and the supervisors, in terms of touch point
timeline and CX optimisation.
Dangerous demo will be played during the session, in order to see when such concepts
work and when they break!
Emphasis will be given as much as possibile to free concepts, some of them even under
Alfa and Beta stage - in order to share the vision with the Open Source community -
providing ideas and collecting as many feedbacks as we can from the attendees.