Chatbots Help Human Agents Drive Better CX in South Africa

Speakers

Grant Wing

COO, Planet42

Muralidharan C.

SVP of Customer Success, Yellow.ai

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What will you learn?

Planet42 – The business landscape and challenges

Grant Wing, COO of Planet42, a rent-to-buy service headquartered in South Africa have come across significant challenges in reaching out and interacting with their customers.

The impact of the COVID-19 pandemic on business

The COVID-19 pandemic exacerbated that was already challenging. Planet42 needed to find a better way to interact with their customers digitally.

Agent Assist on WhatsApp for better customer experience of intelligent virtual assistants

Planet42 discovered that the majority of people in South Africa were on WhatsApp. This combined with the simplicity and ease of using the app made WhatsApp a go-to channel for customer interactions.

About Speakers

Grant Wing

COO, Planet42

Grant hopes to create an Idea Meritocracy delivering outstanding results and meaningful relationships from radical truth & radical transparency (Principles: Ray Dalio). He has over 13 years of experience and has worked in leadership roles across a number of companies.and US, she holds firmly to the notion that there is a solution to every customer problem, regardless of circumstances, capabilities or budget.

Muralidharan C.

SVP of Customer Success, Yellow.ai

Murali heads post sales teams at Yellow.ai, which includes delivery, support & adoption teams. He also leads training and developer community teams. Prior to Yellow.ai, he setup Accenture Ventures & Open Innovation in India, consulted enterprise APAC clients on Digital transformation & innovation, headed UiPath’s India & APAC strategy. He was also a member of IBM’s market development team.and US, she holds firmly to the notion that there is a solution to every customer problem, regardless of circumstances, capabilities or budget.