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The Customer Journey Through Conversational AI

Presented By Avaya

As we look to automate interactions and deliver the total experience, recent research indicates that businesses face significant challenges. When it comes to automating customer experiences – we have really reached the limits of what we can do without AI.

This Webinar explores the ways that AI can take our experiences to a whole new level – enabling “in the moment” experience creation and delivery. For the employee, AI delivers smarter collaboration. For customers, it allows them to self-compose their experiences.

Humans can’t be everywhere, but AI powered experiences can. AI has become the “fourth dimension” of communications: voice, video, messaging, and AI. All four are required – all four working together to deliver the Total Experience.

Presented by Carolyn Laffan-Miller, Sr. Director, Avaya Executive Briefing Centers, Avaya


Carolyn leverages her background in engineering, solution consulting and management roles at Avaya, Lucent and AT&T, so she can relate how to reinvent the engagement experience and customer journey, address customer business challenges and drive better business models. Carolyn is adept at explaining how the composable enterprise is best suited to capitalize on big data and break down the silos around traditional analytics tools while delivering experiences that matter to customers and employees. Carolyn received her B.E. in Electrical Engineering from Stevens Institute of Technology and her MBA in Marketing and Finance from NYU Stern School of Business.

Watch the Webinar On Demand


About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Inc. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at https://www.avaya.com.