Conference Day Two - Wednesday 17 June 2020

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

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

OPTIMISING CHATBOTS FOR CUSTOMER CENTRICITY

9:10 am - 9:40 am Case Study: Integrating Chatbots with Digital and Social Media Platforms for a Wholesome User Experience

  • Serving up an integrated marketing solution capable of collecting, analysing and utilising valuable customer data
  • Leveraging real-time business opportunities round the clock and successfully converting them into sales
  • Projecting your brand image onto your chatbot - the face and ambassador of your brand

9:40 am - 10:10 am Case Study: How AI-Powered Chatbots Have Increased Customer Satisfaction and ROI Levels Two-Fold

  • How has an AI-powered chatbot been deployed and delivered actual benefits to an organisation and its customers
  • Handling customer enquiries more effectively and escalating various service requests to the correct departments
  • Sentiment analysis – an extremely useful from of real-time proactive customer mood analysis

10:10 am - 10:40 am Sponsor’s Presentation

10:40 am - 11:25 am Speed Networking & Morning Refreshment Break

OPTIMISING CHATBOTS FOR CUSTOMER CENTRICITY

11:25 am - 12:10 pm Panel: The Strategic Use of Chatbots to Drive Customer Engagement and Loyalty

  • Strengthening customer relationships with personalised recommendations and loyalty/rewards programs
  • Powering your chatbots with AI and other cognitive capabilities
  • Supplementing bots with voice and video functions for greater visibility and brand recognition
  • Identifying specific trends and customer preferences with big data  

12:10 pm - 12:40 pm Case Study: 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 
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Ulyses Ty

Head of Applications Services, Asia Service Centre
Sun Life Financial

12:40 pm - 1:10 pm Sponsor’s Presentation

1:10 pm - 2:10 pm Networking Lunch

ENHANCING ENTERPRISE PRODUCTIVITY


2:10 pm - 2:40 pm Case Study: Building a Customised Chatbot for Your Organisation

  • Considering enterprise-wide communication needs across various business functions
  • Mapping out the various business functions and possible functionalities of chatbots in these functions
  • Customising chatbot functions for your organisational needs 

2:40 pm - 3:10 pm Case Study: Scaling Up Chatbot Implementation to Achieve Massive Economies of Scale

  • How a well-thought out scaling strategy would deliver significant cost savings and efficiencies
  • Considering the ease of integration with existing systems as well as support for APIs
  • Evaluating all communication channels with internal and external stakeholders

3:10 pm - 3:40 pm Afternoon Refreshment Break

ENHANCING ENTERPRISE PRODUCTIVITY

3:40 pm - 4:10 pm Case Study: Benchmarking Performance and ROI Metrics for Chatbots

  • Measuring, tracking and benchmarking chatbot performance and ROI right from Day One
  • How performance metrics are utilised for future scalability and development
  • Harnessing chatbot metrics and analytics to support future business cases

4:10 pm - 4:40 pm Case Study: How Chatbots Have Helped to Improve Internal Communications and Elevate Productivity by 20%

  • Evolving chatbots beyond customer-facing processes: Developing a multi-faceted chatbot strategy for your organisation
  • Should back-office processes really take a back seat in chatbot usage and evolution?
  • Boosting enterprise productivity by 20% by successfully scaling a customer-facing chatbot for internal HR and IT technical support functions

4:40 pm - 4:50 pm Chairman’s Closing Remarks & End of Summit