15 - 18 June, 2020 | Amara Sanctuary Resort Sentosa, Singapore
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
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
