Chris Barnes

Head of Consumer Service National Australia Bank

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

8:00 AM Onstage Interview: Building Emotionally Engaged Digital Assistants to Drive Customer Experience and Grow Service Centres

Shyamala Prayaga’s job is a little different to your own. Working with Ford Motor Company to implement autonomous vehicles, she’s currently working hand in hand with the chatbot, voicebot and customer service team to improve the customer experience.

Focusing on customer happiness, Shyamala will discuss the tricks of the chatbot trade. 

First example? 

How she’s developing emotionally engaged digital assistants through the use of effective copy writing, conversational commerce and omni channel voice assistants.

  • Designing a flexible and collaborative business structure where teams can bring collaboration to the forefront
  • Understanding the key pillars that define business agility to improve operating processes
  • Designing a conversational interface to meet customer expectations
  • Exploring voice recognition capabilities from command based, natural language processing and emotional capabilities


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

Download The Latest Agenda