48% of consumers are highly concerned AI will reduce access to live human beings and negatively impact the customer experience. But what if AI could improve customer engagements and outcomes by enhancing live agents? Join this session to discover how GenAI is re-inventing the contact center with agent-centric capabilities designed to reduce manual tasks, improve speed of services, and deliver AI-powered insights into the quality of customer interactions at scale.

As companies increasingly prioritize elevating both customer and employee experiences, AI is poised to fundamentally transform the contact center industry to become more personalized, operationally efficient, and impactful. Join this session to discover the latest AI and contact center capabilities for ServiceNow®, available strategies to drive meaningful ROI, and how each can enhance your CX and EX initiatives in 2024 and beyond.

Second Harvest Heartland (SHH), a major hunger relief organization, realized food scarcity wasn't the primary challenge, but rather IT and siloed processes. Explore how SHH revamped its Care Center with ServiceNow® PSDS and integrated contact center solution to enhance support for those in need. Attend this session to learn how the company: -Reduced call back times from 2+ months to zero -Streamlined staff workflow with integrated telephony services and playbooks -Utilized new capabilities to optimize team resources -Enhanced service experience for staff and clients