27 - 28 June, 2018
Sofitel Singapore City Centre, Singapore

Post-Conference Workshops

9:00 am - 11:30 am Integrating Chatbots into Your Omni-Channel Strategy

Sudesh Thevasenabathy - Head of Customer Experience, AXA Hong Kong
  • The pursuit of delivering customercentric experiences: How does chatbot fit into your organisation’s omni-channel ecosystem?
  • Determining the best suited platforms and deployment channels for chatbots
  • Leveraging analytics and realtime data to personalise customer engagement and generate quality interactions
  • Enhancing omni-channel performance with chatbots: Moving beyond operational customer service to engage and delight

Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong

11:30 am - 12:30 pm Lunch

12:30 pm - 3:00 pm Developing a Roadmap for Successful Chatbot Pilots

Anila Fredericks - Head of Customer Service Operations, Telstra
·         Creating the timeline: Considering appropriate time on collecting data and delivering correct responses?
·         To outsource or build In-house?: Aligning chatbot purpose with business objectives to evaluate cost efficiency and productivity in a long-term
·         Key criteria in vendor selection to ensure a smooth delivery from piloting to commercialisation
·         Optimising the key usage of chatbots for successful business integration 

Anila Fredericks

Head of Customer Service Operations

3:30 pm - 6:00 pm Trimming and Training Data for Smart Conversations

Ines Lin - Project Manager, Asus
  • How much data is enough to accurately train a bot?
  • Identifying the right data channels and sources
  • The journey towards continuous data optimisation to deliver interactive, engaging and smart conversations
  • Leveraging built-in natural language processing, machine learning and AI to scale up chatbot capabilities

Ines Lin

Project Manager