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Sprinklr Agent Assist & Copilot: Driving Greater Efficiency at the Contact Center Desktop / DIALOG! Showroom (Online) #ServiceSummitHamburgEdition

Experience intelligent AI-powered support throughout the customer interaction lifecycle. Fully embedded into the agent desktop, Sprinklr Agent Assist empowers service teams with real-time case summaries, suggested responses to customer inquiries, visibility into similar past interactions, and concise overviews of customer profiles and recent engagement histories.   In addition, agents benefit from context-aware nudges that recommend the next best action, as well as guided workflows that help them navigate complex service processes with confidence and consistency.   By combining Agent Assist and Copilot, Sprinklr leverages AI to reduce agent effort, increase transparency, and enable a more proactive, efficient, and confident customer service experience across all channels.

Speaker

Kathrin Barthel (Senior Solution Consultant @ infinit.cx) has been implementing customer experience platforms for leading enterprise organizations, including Telefónica, for more than 17 years, with a particular focus on interaction routing and reporting solutions. She places special emphasis on end-to-end project delivery, covering every stage from business analysis and solution design to implementation, support, and continuous optimization of turnkey technology solutions. Her goal is to help organizations create efficient, scalable, and customer-centric service environments that deliver measurable business value.

Steffen Biecker (Lead Consultant AI & Data @ infinit.cx) has been working as a consultant in customer experience projects for more than 15 years. Operating at the intersection of business and IT, he supports digital innovation initiatives in customer service, with a focus on messaging, bots and automation, as well as BI-driven analytics and applications. Drawing on extensive experience from both the business and technology worlds, he brings a broad perspective, deep expertise, and a strong commitment to his mission: discovering innovative solutions, transforming them into effective customer service offerings, and successfully scaling them in real-world environments. His passion lies in helping organizations turn emerging technologies into sustainable business value and exceptional customer experiences.

Moderator

Kai Nörtemann (Head of Marketing @ infinit.cx) brings more than two decades of experience in the contact center industry, spanning application engineering, project management, consulting, presales, and portfolio management. He is also a respected blogger and industry analyst. Passionate about customer service and customer experience, Kai examines both the potential and the limitations of digital transformation. With a background in physics, he sees independent thinking and action as the foundation of meaningful progress and believes that authenticity is the key to lasting credibility.