Conversational AI: Unlocking the future of intelligent interactions
Conversational AI is transforming the way in which Contact Centers operate
Assessing the fundamental concepts of conversational AI to support scalability in operational efficiencies.
Conversational AI enables contact centers to provide personalized and contextually relevant interactions with customers. By employing natural language processing, sentiment analysis, and machine learning algorithms, conversational AI systems can understand customer queries, identify their intent, and deliver accurate and timely responses. This results in enhanced customer satisfaction, reduced wait times, and increased first-call resolution rates. It helps in streamlining operations, improve scalability and cost savings, render seamless omnichannel support 24x7. It is a game changer no contact center leader can afford to miss.
The session will delve into the implications of conversational AI on user experiences, business processes, and customer engagement.
Participants will learn:
- How conversational AI can enhance customer interactions, improve response times, personalize experiences, and increase customer satisfaction.
- The challenges associated with conversational AI, such as natural language understanding, context comprehension, and ethical considerations, fostering discussions on strategies to overcome these obstacles.
- The latest advancements and trends in conversational AI, including voice assistants, chatbots, virtual agents, and sentiment analysis.
- Insights into best practices for designing and deploying conversational AI solutions, ensuring seamless integration into existing systems and workflows.
Speakers
Sebastien De Cock
AVP Solutions Consulting, APAC & Middle East
Sprinklr
Sebastien specialises in Digital and Enterprise Technology for global businesses. Sebastien creates and leads teams that share his passion for “doing things right and fast”.
Sebastien focuses on excellence in strategy, analysis, design, and automation of delivery & operations processes.
Specialties:
- Pre-Sales, Leadership
- Business Development
- Digital Design & Transformation
- Platform Engineering - Solutions: Architecture
- Cloud, Data
- Services
- Integration
Verticals: Consumer Electronics, Automotive, Retail
Characteristics: Authentic, rigorous, strong moral compass
Core beliefs - Go beyond : complacency does not travel very far - Focus on the essential : simplicity and elegance usually go hand in hand
Katrina Haddad
Chief Experience Officer
Wavelength International
Katrina is a senior customer experience and insights leader, with skill in managing complex, multi-faceted projects from concept to execution, across large organisations; leading teams and programs with a customer-centred lens. Katrina is a passionate customer advocate, specialising in customer and market segmentation, voice of customer, research, analysis, and user centred design for brand, product, service and marketing / communications. Katrina's expertise is in qualitative, quantitative and ethnographic research, development of actionable insights, and applying design methodologies to address business problems and market opportunities.
Katrina has spoken on various panels and presented at conferences on design thinking and customer experience, and strongly believes in the value that a business can gain through structured voice of customer programs and customer-led innovation. Katrina has mentored individuals at a variety of levels on customer experience, design and the intersection of business goals with human needs, and maintains professional accreditation and membership across both research and CX disciplines.
Darren Randall
Product Owner, Health Insurance
Bupa Australia & New Zealand
Darren is the Product Owner for Digital Channels at Bupa Health Insurance Australia, specializing in the digital messaging space with over 8 years of experience at multiple levels. He has successfully managed long-term strategic projects from ideation to implementation, has a passion for Proof of Concepts, and has demonstrated experience in navigating the landscape of digital messaging. Passionate about driving positive customer experiences at scale, Darren believes in leveraging human experience to design customer-centric programs. Although new to speaking, his dedication and enthusiasm are evident as he shares his knowledge and insights with a wider audience.
PARTNER
