A Conversation Between Phil Fersht and Chetan Dube

April 1, 2022

Amelia CEO Chetan Dube and HFS Founder Phil Fersht discuss the evolution of digital agents, and their impact on customer service and support.

Amelia CEO Chetan Dube and HFS Founder Phil Fersht have spent years reviewing, discussing and debating how technology will impact the Future of Work. The two industry leaders recently caught up in a wide-ranging conversation that covered everything from the increased use of virtual agents for customer service, the changing automation landscape, and how enterprises must adopt a Digital First approach to be prepared for future market challenges.

The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

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