The University of Sydney has a student population of over 70,000 and with current COVID-19 restrictions enforcing isolation practices, which inhibit face-to-face learning; the university has seen a large influx of students flocking to their services to find out about learning information. This led David Goad and his team to develop and implement the “Corona-Bot”, which is specifically designed to answer COVID-19 questions for students. Currently averaging 200-400 conversations per day since implementation, and averaging a 70-80% hit rate, the University is leading the charge when it comes to leveraging Chatbot technology to respond to COVID-19. Hear from David Goad about;

·        Understanding and ensuring your bot is prepared to answer multi-term questions.

·        Setting up a team responsible for managing the content and data, and utilising end-user information to populate chatbot content.

·        Utilising tool-sets that will collect and relay real-time data based on the questions asked and the information the chatbot is fed.

IAG is the name behind some of the most trusted and respected insurance brands in the world. IAG businesses underwrite over $12 billion of premium per annum, selling insurance under many leading brands. With COVID-19 posing many challenges to Australia’s economic stability, insurance companies are scrambling to cope with the pressures and demand being placed on them to have answers for their customers. Matthew Sherwood will be presenting on how he and his team at IAG has expanded the role of Chatbot and developed a business case to scale Chatbot capabilities within the organisation in order to accommodate the demand of customer enquiries and information requests.

·        Developing a business case that will address and ensure the expansion of your chatbot capabilities and function within the business.

·        Collaborating with your providers to ensure authentication of Chatbots and Virtual Agents.

·        Knowing what technology will assist with the expansion of Chatbot function and learning how IAG overcame challenges and lessons learnt in the expansion process.

Matthew Sherwood

Lead Product Owner
IAG

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Telstra, like many telecommunication and mobile phone providers, are experiencing a large influx on enquiries about services, restrictions and network strains, due to COVID-19. Due to isolation restrictions forcing people to work from home, internet and mobile networks have never been more strained. Nabil Datoo will address how he has been working on the development and expansion of their chatbot function, and how he plans to ensure this chatbot addresses the demand and strain their customer service functions are experiencing.

·        Understanding the solutions available to you, and which technology will integrate best with existing customer service technology.

·        Collaborating with industry peers, and utilising existing data to coordinate the information required for your chatbot to answer COVID-19 related questions.

·        Addressing the issue of personality, and utilising technology such as NLP to ensure your bot handles enquiries at a more personalised level.

Nicole Hein

Technical Product Owner
Telstra

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