Conference Day One: Tuesday, 13th August 2019
8:30 am - 9:00 am CONFERENCE REGISTRATION AND WELCOME COFFEE
9:00 am - 9:10 am Opening Remarks by the Conference Chair
9:10 am - 9:50 am INTERNATIONAL KEYNOTE: Discover How AXA Hong Kong Is Transforming The Way They Connect With Their Customers Through The AIPowered Interactive Bot To Make Insurance Personalized, Easier and Simpler
Customers are now embracing the digital lifestyle more than ever. AXA Hong Kong has led the innovation in the Asia insurance market by moving from a productled company to one that is more customer-centric, transforming the way they connect with their customers: simpler, easier and more personalized. Join Sudesh in this session to discuss what they’ve learnt, where they are now and the best practices for integrating an AI interactive chatbot across their digital channels.
- Delving into what AI really means for the industry?
- Positioning your bot strategy with customer expectations and needs to improve operational efficiency and revenue growth
- Using bots to offer a more personalized service by capturing customer insights at different service points
- What are the realities for evaluating tangible bot benefits after deployment: What are the metrics used and how do they differ by industry?
Sudesh ThevasenabathyHead of Customer Care Management
AXA Hong Kong
9:50 am - 10:30 am CASE STUDY: How the Commonwealth is Using an Agile Approach to Develop Accessible Chatbots and Create Frictionless Services
Digital transformation is not an end unto itself, but a way for organisations to place the user at the center of their services. User centered design looks to create frictionless services, allowing them to have more time for the things they want to do. At the DTA, how we support and encourage user centered design is described in the Digital Service Standard.
- How Chatbots offer the potential to shift our user engagement from low value transactions to high value engagement, building a stronger bond between user and organisation
- To successfully deploy chatbots, first we must know ourselves and what we want to achieve, and in the Commonwealth, these services must be accessible, secure and trusted
- Using the Digital Service Standard’s goals, Matt will show how the Commonwealth is using an agile approach to developing accessible chatbots
Matthew GoonanChief Technology Officer
Digital Transformation Agency
10:30 am - 11:00 am Speed Networking Session
An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!
11:00 am - 11:30 am MORNING TEA AND NETWORKING BREAK
11:30 am - 12:10 pm CASE STUDY: Why Bots With Personalities Will Create Deeper Brand Loyalty and A New Level of Customer Relationship
Australian Broadcasting Corporation has been working on personalizing bot interactions to meet customer expectations. Bots with personalities that can offer a human-like service will develop more affiliated relationships to the mass audience and align the brand’s identity to their delight. Join Craig to discuss his goals in personalizing the human-bot relationship at scale to create deeper brand loyalty and a new level of customer relationship.
- Creating a more conversational and human service to strengthen bot relationships
- Overcoming the challenges with voice enabled AI to create a conversation flow
- ABC’s journey in launching regular interactions and future goals to personalize the relationship at scale
- A behind the scenes look at how the ABC is deploying the bot for the Federal election
Craig McCoskerProduct Strategy Manger, Future Focus
Australian Broadcasting Corporation
12:10 pm - 12:50 pm We Built a Chatbot and Survived and the Chatbot Did Too: A Behind the Scenes Look at Lessons Learnt and Pitfalls To Avoid When Building and Growing Chatbots
With approximately 3.6 million customer accounts; in 2017 AGL launched a customer facing Chatbot as a part of their customer experience transformation journey. Join David to explore what it took to build a personalised, integrated and scaled bot. Take a behind the scenes look at how and why processes could have been executed differently.
- What do you need to know before you build a Chatbot?
- What you should consider when you’re ready to launch a your Chatbot?
- How to help your Chatbot understand your customers?
- How to help your Chatbot help your customers and provide and personalised service along the way?
David GrilliProduct Owner-Chatbot
12:50 pm - 1:50 pm NETWORKING LUNCH
Interactive Discussion Groups (IDGs)
This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 20 minutes, allowing you to pick the two top of mind topics you wish to discuss and solve.
TOPIC ONE1:50 pm - 2:30 pm Building your Business Case with Proof of Concepts to Drive AI capability within the Organisation
TOPIC TWO1:50 pm - 2:30 pm Forecasting The Operational Impact of Bots in Contact Centre Environments: What Barriers and Opportunities Can We Expect For The Employee and Customer Experience?
2:30 pm - 3:10 pm CASE STUDY: From Prototype to Production: How UTS is Leveraging Federated Data across Digital Channels for Better Consumer Insights and Analytics
The University of Technology has deployed the ability to synchronize separate knowledge collected from Bots into a Meta-databased management system. This joint presentation will be presented by Susan and Carl following the success of their scalable bot platform to enhance the student experience.
- What is a federated data base system and the impact of its ability to map multiple autonomous data base systems into a single federated data based
- Identifying customer needs when it comes to interacting with chat based forms of AI
- Overcoming challenges in modernising and automating front and back-end customer service
- Measuring the effectiveness of Bot through automated reporting and manual adjustments of Q&As
Susan GibsonHead of Data and Analytics
University of Technology Sydney
Carl YoungAnalytics and AI Designer
University of Technology Sydney
3:10 pm - 3:50 pm AFTERNOON TEA AND NETWORKING BREAK
3:50 pm - 4:30 pm PANEL DISCUSSION: The Impact of Bot Revolution on Our Customers, Employee Experiences and Revenue
What does the future of bots look like and why it may seem further than it is? For bots to become a successful tool, businesses must overcome the challenges in getting not only the internal teams on board, but the consumers to use the bots. Delve into why it is so difficult to achieve an enterprise wide seamless adoption of AI powered bots. Led by 4 industry leaders, this panel will discuss:
- Why A Seamless Adoption of Bots Is Much More Difficult Than it Seems
- How will your business be disrupted if adopted seamlessly
- Selling the benefits of bots to improve staff engagement: What are the most effective strategies?
- Marketing Bot capabilities to the consumer and educating them on thee function of bots: Why is it so difficult?
- Forecasting significant barriers in the future and creating a roadmap to overcome them
- Key tips for working out where AI powered bots come into the world of good customer service
John BatzaxisConsumer Capabilities Strategy Leader
Kieran ClarkeHead Of Digital Engagement
Nicole McInnesChief Marketing Director
Rakesh PadmanabhanHead of Technology
4:30 pm - 5:10 pm How Open Universities Australia Leverages Different Types of Bots To Ensure That Students Can Connect to OUA Services At Any Time
Open Universities Australia (OUA) have partnered with LivePerson’s conversational platform to digitally transform the way students connect with their student services, advice and acquisition. Students can now access the help they need over SMS, Facebook Messenger, as well as the traditional channels like voice and email. Lyndon Summers, OUA’s Product Manager mentioned that “they prefer it over voice calls [and] we’ve seen a high customer satisfaction score with bot conversations of over 80% on average since implementation and an ROI of over 220% within six weeks of launch.” Join Lyndon in this session to continue this discussion on:
- How OUA is setting a new precedent in education by releasing the 3 bots to give student assistance on their own schedule and term
- Working in cross functional teams to keep the bot up to date with continuous improvement
- Harnessing the ability to choose the most suitable platform and vendor partners:
- The tricks and trade of understanding where to go for the next 12 months
Lyndon SummersProduct Manager
Open Universities Australia