Conference Day One - Tuesday 16 June 2020

8:00 am - 9:00 am Registration & Coffee & Tea

9:00 am - 9:10 am Chairman’s Welcome Remarks

9:10 am - 9:50 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

9:50 am - 10:30 am 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

10:30 am - 11:15 am Speed Networking & Morning Refreshment Break

11:15 am - 12:05 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

12:45 pm - 2:00 pm Networking Lunch


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.

1:40 pm - 3:00 pm ROUNDTABLE A: Scaling and Monetising Customer Communications with Bots

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

Sandra De Zoysa

Group Chief Customer Officer
Dialog Axiata PLC

1:40 pm - 3:00 pm ROUNDTABLE B: Boosting CX and the Bottom Line: The Powerful Intersection of RPA and Chatbots

1:40 pm - 3:00 pm ROUNDTABLE C: NLP Optimisation to Improve Chatbot Performance

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

Ashish Kulkarni

Director, Cross Channel Engagement and AI
Standard Chartered Bank

1:40 pm - 3:00 pm ROUNDTABLE D: Proactive Management of Chatbot Security Risks

3:20 pm - 3:40 pm Afternoon Refreshment Break

3:40 pm - 4:20 pm Case Study: 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

4:20 pm - 4:50 pm Case Study: 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

4:50 pm - 5:20 pm Big Idea Speaker: Becoming Singapore’s First AI Influencer

Abhilash Murthy - Founder, Bus Uncle

In Singapore, the uncle culture, a sign of respect and endearment towards an older person with a distinctive local attitude, is a real part of its intangible cultural heritage. Cue Bus Uncle, a messenger bot fluent in Singlish catering to those weary bus travellers during all hours of the day. With zero effort in marketing, the user base grew from 300 in a couple days, to 1000 in a week, and 40,000 in 3 months, all by addressing their questions to bus arrival timings, directions, route suggestions, or even just a need for small talk. Join Abhilash as he shares his story on creating Bus Uncle:
·         Message delivery: identifying the difference between your hypothesis vs how people want to message
·         Building revenue opportunity through OOH advertising campaigns

Abhilash Murthy

Bus Uncle

5:20 pm - 5:30 pm Chairman’s Closing Remarks & End of Day One