Speaker "Shahidul Mannan" Details Back



In search of an Intelligent Contact Center: Artificial Intelligence transforming contact center 


Competition for superior customer experience and constant cost pressure is transforming Contact Center technologies with infusion of Artificial Intelligence. Starting with predictive and optimized routing the intelligence is moving towards prescriptive scripting engine, sentiment analysis, more emotional engagement with customers. Bots are joining the force to change the paradigm with customized, cognitive conversation at speed and a very low cost. Although, AI is driving improved customer satisfaction, increased sales, reduced call deflection, better and targeted marketing among many, the journey has its technology and human challenges. This session will offer a perspective into the journey towards an AI driven contact center – trends, drivers, challenges and path to successful transformation.


Shahidul Mannan is the Head of Data Engineering and Innovation at Partners Healthcare DAO. He is leading the next generation data analytics architecture and platforms for Partner’s Healthcare digitization and Analytics Innovation.
He was also the Chief Analytics Officer at Human Health Project. Most recently he commercialized data and AI products at TTEC Digital as Vice President and GM of AI Platform products. Shahidul also led at Dell EMC as Global Head of Big data and Analytics – leading all data assets and building next generation Data Lake and AI driven Analytics across enterprise, and at Altisource, where he served as Vice President of Technology - responsible for all data management, big data, business intelligence and advanced analytics, developing Fintech analytics products and services.