Asia’s #1 Event For All Industry Leaders Impacting
Their Customer Journeys’ Lifecycle & Ecosystem
19 - 20 March, 2025
| One Farrer Hotel, Singapore
Conversational AI Theatre - Thursday, 20 March 2025
9:30 am - 10:00 am
Registration
10:00 am - 10:10 am
Welcome & Housekeeping Address – Conversational AI
10:10 am - 10:40 am
Presentation: Generative AI as a Partner: Transforming Profession, Elevating Efficiency
Yohanes Paulus Bisma -
Digital Product Manager, Global Digital Customer Experience,
Lenzing Group
• Evolving profession post Gen AI: the introduction of Generative AI has evolved ways of working, including Product Management.
• AI as a partner: Generative AI accelerates deep-thinking tasks in multiple use cases, acting as a sparring partner and employee.
• Determining what is ‘good’: despite AI’s capabilities, human judgment is necessary to determine successful outcomes.
Yohanes Paulus Bisma
Digital Product Manager, Global Digital Customer ExperienceLenzing Group
10:40 am - 11:00 am
Speed Networking Session
11:00 am - 11:30 am
Presentation: Strategising for Success - Conversational AI in Customer Service
Bharath Kumar -
Head of Customer Operations,
AirAsia
• Understanding the benefits of using conversational AI in customer service operations.
• Learning best practices for implementing conversational AI in customer service, including intelligent chatbots and virtual assistants.
• Measuring and optimising conversational AI performance for continuous improvement.
11:30 am - 12:00 pm
Industry Thought Leadership
12:00 pm - 12:30 pm
Presentation: AI as a Co-Worker: Prompting the Right Information for Maximum Effectiveness
• Mimicking human-like interactions with NLP and Sentiment Analysis.
• Treating AI as another employee to train.
• Understanding that there is no one-size fits all approach.
