Aspect Software brings the human element to AI in the contact centre at Call & Contact Centre Expo 2018


Visit us at: The VIP Lounge, Stand 2400, 21st & 22nd March 2018, ExCeL, London

All systems go at Aspect Europe HQ this week as we gear up for Call & Contact Centre Expo 2018, which starts tomorrow! The science of human language and understanding and what it brings to the modern contact centre will be under the spotlight, as we showcase our work with our customers to bring digital assistants to life.

Innovation in automated self-service means that we are getting closer to a situation where the customer experience between ‘bots and humans – the latter for more complex queries – is seamless. The cost benefits of customer self-service are well documented of course, but now we are moving the conversation on and seeing how next generation technology like AI can positively impact customer service operations and the business bottom line.

We are delighted to be able to bring Dr Lisa Michaud, Director of Natural Language Processing (NLP) at Aspect Software, with us to the show. Dr Michaud is responsible for the innovative capabilities behind Aspect’s chatbot technology – already being successfully used by brands including Lidl and Edwardian Group London. Tomorrow (Wednesday 21st March) at 11.45am, Dr Michaud will present a seminar, Why contact centres need NLP technologies, in Theatre 11.

Dr Michaud will explore the view that advances in our ability to process language computationally have opened new avenues for providing self-service options for customers. With robust NLP, automated platforms can understand and answer common customer questions, handle straightforward transactions, and leave the human workforce free to handle the unique and more challenging customer interactions.

Most recently, Aspect partnered with the UK’s fastest growing retailer, Lidl UK, to deliver a fully automated, AI-powered Facebook Messenger chatbot, known as Margot. The digital wine connoisseur helps customers make more informed wine purchasing decisions, and is powered by Aspect® CXP and uses NLP to provide a human-like, conversational and responsive experience.

Aspect will be sponsoring the VIP Lounge (stand 2400) at the show, providing a relaxed atmosphere for visitors to discuss what automated self-service powered by natural language understanding can do for their business.

To book a meeting with Aspect at Call & Contact Centre Expo, please click here.


Sarah Quennell

Sarah is responsible for the EA regional Marketing strategy and demand generation programme. Sarah has over 15 years of B2B Marketing experience, delivering profitable solutions to drive sales, attract and maintain customers and partners and build a solid corporate brand.

Sarah has worked for several large technology organisations, including Dell and ILOG (now IBM) and most recently, Microsoft. During her 3.5 years at Microsoft, she held the position of Marketing Communications Manager.For 2 years Sarah worked delivering the marketing vision for the Partner network across the UK. Engaging with the VAR’s, the System Integrators and the Resellers. During her last 18 months at Microsoft, Sarah was responsible for launching Windows 7 for Business and Education.