Conference Day One - Tuesday 16 June 2020

11:00 am - 11:10 am Chairman’s Welcome Remarks

11:10 am - 11:40 am Keynote: Chatbots as an Integral Business Tool in Service Delivery and Communications

Gaurav Suman - General Manager, Daimler South East Asia

·        Defining your chatbot operating model and technological architecture

·        Integrating chatbots as part of your organisational suite of automation tools for improved business efficiency

·        Improving bot intelligence and productivity vastly with cognitive capabilities 


Gaurav Suman

General Manager
Daimler South East Asia

11:35 am - 12:00 pm Case Study: Developing a Sustainable Chatbot Project

Andy Leong - Chatbot Lead, FWD Insurance

Achieving high-quality customer experience and front-line assistance is the end goal for a chatbot. However, content plays an important role in delivering its success. Therefore, it is of no surprise that Andy Leong at FWD Insurance spent 15 months working on FAQs for 12 different products in his line-up. Simplicity is key, and this session will take us through the pain points and lessons learned on what could have been done differently. 

·        Achieve stakeholder expectations through managed ambition

·        Identify scope: prioritisation and areas of focus

·        Streamline processes and transform technological infrastructure to support agile initiatives



Andy Leong

Chatbot Lead
FWD Insurance

12:00 pm - 12:15 pm Speed Networking

12:15 pm - 1:30 pm Break

1:30 pm - 1:55 pm Building a Customised Chatbot for your Organisation

Amith Rajan - Head, Sales Enablement & Digital Transformation, Standard Chartered Bank
  • Understand what is needed to show relevant use cases for stakeholder buy-in
  • Consider enterprise-wide communication needs across various business functions to drive collaboration
  • The 3 D’s: avoid adoption hurdles through design, development and digital

Amith Rajan

Head, Sales Enablement & Digital Transformation
Standard Chartered Bank

2:00 pm - 2:20 pm The Impact of Employee Engagement on Sustainable Implementation

Babul Balakrishnan - AVP Customer Experience Operations, Starhub

Employee engagement alone can drive profitability up to 20%. Yet studies show that only 59% of Singaporeans are engaged employees, while 46% are likely to leave their jobs within a year, compared to 25% in Hong Kong. In this session, Babul will take us through how Starhub is changing the strategy around internal customers in order to drive sustainable growth:

• Customer Experience is a cultural problem

• Who needs to lead the cultural revolution

• Case study: (An insight to something you’ve done regarding employee engagement) / (How it has impacted your business)


Babul Balakrishnan

AVP Customer Experience Operations

2:20 pm - 2:45 pm Timibot – A Chatbot to Drive Alibaba’s Retail Business

Leo Wang - Chief Architect, Timibot, Alibaba

Case Study: Timibot – A chatbot to drive Alibaba’s retail business

Timibot is a chatbot used in retail trade processing to provide a more efficient service to consumers and to increase order transaction rate for merchants; optimised for 100 product categories. Beyond Taobao platform, Alibaba is also exploring other service channels and features including WeChat and merchants’ own mobile platform applications to enable seamless omni-channel interactions. In this session Leo Wang will cover:

·        How Alibaba has powered chatbots with AI to enhance customer interface

·        Humanising AI to deliver operational excellence for greater business return

  • ·        The future of chatbot: predictive personalized purchasing trends 

Leo Wang

Chief Architect, Timibot


Structured to maximise interaction and in-depth focus on a topical subject matter, delegates will have the opportunity to participate in two roundtable sessions of their choice, which have close relevance to their area of expertise and/or scope of responsibility.

2:45 pm - 3:30 pm ROUNDTABLE A: NLP Optimisation to Improve Chatbot Performance

Ashish Kulkarni - Director, Cross Channel Engagement and AI, Standard Chartered Bank

The nature of the human language, with its passing of information, exceptions to the rules, and colloquial speech is what makes NLP difficult. However, with the increase in computational power, and improvements in the access to data the global NLP market will grow at a compound annual growth rate of 11.7% by 2026; valuing at $28.6billion.

This session will be a discussion around:

  • How to utilise data from your call centres to identify speech patterns and mode of questions
  • Lessons learned from a messenger bot vs a voice bot
  • Decrease resolution time by 20-25 seconds for easy tasks; 1 minute for complex tasks

Ashish Kulkarni

Director, Cross Channel Engagement and AI
Standard Chartered Bank

2:45 pm - 4:30 pm ROUNDTABLE B: Scaling and Monetising Customer Communications with Bots

Sandra De Zoysa - Group Chief Customer Officer, Dialog Axiata PLC

Many have attempted to build a true AI bot. However, the most practical scenario is a hybrid approach; the chatbot is the first to respond to the query, and would only fall back on the human agent if it isn’t able to respond to the query effectively. This best of both worlds approach allows for business to deliver human-style communication at scale, and one where Dialog Axiata has worked to adopt. 

Join Waruni in discussing how to:

  • Educate the customer and transform communication from physical to digita l
  • Augment customer interactions through bot enhanced messaging products
  • How to manage majority of interactions through automated intelligence

Sandra De Zoysa

Group Chief Customer Officer
Dialog Axiata PLC

3:30 pm - 3:30 pm End of Day One