Conference Day Two - Wednesday 17 June 2020

10:30 am - 10:35 am Chairman’s Opening Remarks

10:35 am - 11:05 am Case Study: Using AI to turn David into Goliath

Vivien Chua - Chief Technology Officer, Shenton Insurance Brokers

Artificial intelligence being integrated in the insurance industry, and will spur breakthrough innovation of the insurance model. Digital brokers can deploy AI and machine learning strategically to expand market share, up-sell and cross-sell products and gain more efficiency. The future is bright as customers will be able to have more flexibility and choice, and toughening rivalry will push all players to raise the bar in service. Come hear how one of the most innovative insurtech companies, Shenton Brokers, is able to leapfrog into the front ranks of insurance distribution.

·        Address customer enquiries efficiently and effectively through internal customer service application

·        Explore how to integrate chatbots and existing AI initiatives to deliver operational excellence

·        How to use data to strategically expand market share opportunities


Vivien Chua

Chief Technology Officer
Shenton Insurance Brokers

11:05 am - 11:35 am Enabling Smarter Customer Interactions and a Seamless Customer Experience

Ulyses Ty - Head of Applications Services, Asia Service Centre, Sun Life Financial
  • Leveraging machine learning technologies where bots listen in and learn the interactions of a human employee
  • Infusing bots with a wider range of capabilities to serve the changing needs of customers and the market
  • Empowering customer touchpoints and platforms with optimum enquiry handling and escalation mechanisms 

Ulyses Ty

Head of Applications Services, Asia Service Centre
Sun Life Financial

11:35 am - 12:05 pm Inside-Out: Leverage Internal Successes For External Strategies

In today’s fast-paced, and time-starved environment, it is becoming ever more pressing, as well as challenging, to meet the increasing customer demands and expectations of service. What stands businesses apart is the ability to continuously improve their s ervice experience by addressing customer needs in record time. At Prudential, they have adopted internal chatbots to assist Financial Consultants in accessing relevant information to deliver resolutions in a seamless and efficient manner. Today, majority of Financial Consultants have adopted this chatbot, increasing productivity, and decreasing time spent. Join Alberto as he takes us through his lessons learned and paves the way for a customer-facing chatbot.

  • Establishing the importance of an interconnected framework for value-added efficiency
  • How to achieve greater economies of scale through sustained adoption
  • Evolve a well-thought out scaling strategy to deliver time and cost savings

12:05 pm - 12:35 pm 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

12:35 pm - 12:50 pm Speed Networking

12:50 pm - 1:45 pm Break

Workshop - Premium Access

Structured to maximise interaction and in-depth focus on a topical subject matter.

1:45 pm - 3:00 pm Chatbot Project Fundamentals

  • Identifying your main stakeholders, project scope, timelines and targets
  • Building your business case for chatbots and putting together your budget plans
  • Understanding your business needs and exactly what the various chatbot providers can offer
  • Communicating expectations clearly, obtaining stakeholder buy-in and project funding
  • Project implementation, performance monitoring and tracking, post -implementation fine-tuning

3:30 pm - 3:30 pm End of Event