Conference Day Two - Wednesday 17 June 2020

9:00 am - 9:30 am Registration & Coffee & Tea

9:30 am - 9:40 am Chairman’s Opening Remarks

9:40 am - 10:20 am Case Study: The Strategic Use of Chatbots as a Marketing Tool to Drive Customer Engagement


·         Collect, analyse and utilise customer data to deliver an integrated marketing solution
·         Discover how to design a chatbot to address a consumer pain point
·         Leverage real-time business opportunities by driving lead generat
·         Establish intuitive and safeguarding measures for data privacy (GDPR)

10:20 am - 11:00 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
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Vivien Chua

Chief Technology Officer
Shenton Insurance Brokers

11:00 am - 11:40 am Speed Networking & Morning Refreshment Break

11:40 am - 12:20 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

12:20 pm - 1:00 pm Panel: Creating Intelligent Chatbots with Cognitive Capabilities


·         Integrating chatbots with AI, RPA, NLP and Machine Learning – the “voice” of next-generation IoT communications
·         How can chatbots be well-trained to recognise changes in patterns, moods and sentiments?
·         The huge impact that chatbots could make in differentiating an organisation’s branding and service delivery

1:00 pm - 2:10 pm Networking Lunch


2:10 pm - 2:50 pm The Strategic Use of Chatbots to Drive Customer 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 

2:50 pm - 3:30 pm Case Study: Scaling Up Chatbot Implementation to Achieve Great 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

3:30 pm - 3:40 pm Chairman’s Closing Remarks & End of Summit