In an age where every customer interaction counts, call centers play a pivotal role in shaping brand perceptions. Join the team from Intact Insurance as they delve deep into the transformational power of AI in revolutionizing call center operations. Gain insights into Intact's Data Lab team's innovations and explore the contemporary and future landscape of AI in call center functionalities. Through a series of compelling use cases, discover how Intact leverages AI tools to analyze call transcripts, uncovering trends, decoding call reasons, gauging sentiment, and even evaluating silence durations for enhanced coaching opportunities. Don't miss this deep dive into how AI is redefining customer engagement and transforming the way we understand and serve our customers.
Theebak's bio :
Theebak is an accomplished Data Science leader with extensive experience across multiple industries, including Healthcare, Finance, Insurance, and Real Estate. I have consistently driven successful AI initiatives by developing comprehensive strategies, leading high-performing teams, and managing end-to-end technical implementations. As a Data Science Manager at Intact Insurance, he implemented ML models to optimize marketing and call center operations. Prior to joining Intact, he worked at Sierra Medical, developing groundbreaking early lung cancer detection outperforming traditional methods, and Oliver Wyman as a Consultant transforming insurance companies to implement AI strategy. He has a Master's in Artificial Intelligence at Queen’s University and a Bachelor’s at the University of Waterloo.
Simon's bio :
Simon Desrochers is a senior AI business analyst at Intact's Data Lab. He is responsible for establishing partnerships with universities, applied research centres and startups to accelerate the Data Lab's innovative AI projects. Prior to joining Intact, he worked as a senior research officer and DSP engineer on speech processing and embedded ML projects and obtained a master’s degree in applied sciences in electrical engineering from the University of Sherbrooke in the field of digital audio signal processing.