Transforming Customer Service: Human-AI Collaboration With 287% ROI

About the Session

At the intersection of people and AI, organizations are uncovering transformative results. This session explores how strategic human-AI collaboration in customer service is achieving up to 287% ROI and redefining performance benchmarks. By leveraging intelligent systems, companies are experiencing a 41.3% reduction in handling time, a 36.8% boost in first-contact resolution, and a 22.7% increase in customer satisfaction. Drawing on an analysis of 219 global enterprises and real-world case studiesvsuch as Rocket Mortgage’s emotionally intelligent AIvthe session highlights how AI copilots interpret context and sentiment to empower agents in empathy-centric interactions. Attendees will learn how to implement systems that analyze thousands of prior engagements in seconds, enabling humans to outperform in emotional nuance by over 90%. Key insights include: Designing AI-integrated workflows that enhance agent satisfaction by over 33% Fast, accurate intent detection models that respond within milliseconds Initiatives achieving 327% ROI and payback in under 8 months Case studies with a 65% reduction in reporting hours and a 58.1% gain in complex resolution rates Adoption strategies achieving over 81% agent uptake and $6.4M in annual savings This session provides actionable strategies and implementation frameworks to unlock the full value of AI-powered service while preserving the human edge.

Speaker

Anwar Ahmad

Vice President Enterprise Architecture AT Newrez LLC