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Michael Ludeke


Michael is an experienced contact centre specialist with qualifications in IT, informatics and occupation directed education training and development.

Michael has more than 15 years’ experience within the contact centre environment ranging from quality assurance, training and coaching, solutions architecture, and business development. Michael is Regional Head of Business Development for INOVO.

Innovation: Agent Assist AI

This presentation will focus on how contact centres can leverage emerging technologies to aid agents, enhance their experience and improve overall CX. We will explore some of the measures that can be implemented to reduce agent training time, as well as improve the agent’s knowledge base and overall interaction quality.

Key takeaways:

  • Using inward AI
  • Improving AHT with extended knowledge base access
  • Improving first contact resolution
  • Improving agent onboarding with AI