Andy Leong

Chatbot Lead FWD Insurance

Conference Day One - Tuesday 16 June 2020

Wednesday, June 17th, 2020

10:40 AM Case Study: Developing a Sustainable Chatbot Project

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


Check out the incredible speaker line-up to see who will be joining Andy.

Download The Latest Agenda