Asia's #1 Regional Customer Contact Event
July 16 - 19, 2024
| One Farrer, Singapore
Post-Conference Workshop Day - Friday, 19 July 2024
Intelligent Chatbots and Beyond – What’s Next in Customer Engagement Hubs?
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address
10:35 am - 10:40 am
Chairperson Opening Address
10:40 am - 11:40 am
Unleashing the Power of Artificial Intelligence for Enhanced Chatbot Capabilities
- Exploring the application of natural language generation (NLG) to craft natural and coherent responses, including text summarisation, question answering, and creative text formats
- Understanding how machine learning algorithms empower chatbots to continuously learn, improve their performance, and adapt to evolving customer needs
- Investigating the use of emotion recognition and sentiment analysis to enhance chatbot interactions and provide empathetic responses
11:40 am - 12:30 pm
Let's Talk! Key Takeaways & Action Points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
12:30 pm - 12:40 pm
Workshop Leader C’s Closing Remarks
12:40 pm - 1:40 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
1:40 pm - 2:40 pm
Measuring Chatbot Performance and Quantifying Business Value
Chin Kiat Teo -
Senior Vice President, Regional Channel Experience,
Lazada
- Establishing relevant KPIs to measure chatbot performance, such as customer satisfaction, resolution rates, cost savings, and increased sales opportunities
- Utilising data analytics tools to track chatbot interactions, identify usage patterns, and measure engagement metrics
- Demonstrating the value and optimising chatbot performance through continuous monitoring and improvement efforts
2:40 pm - 3:30 pm
Let's Talk! Key Takeaways & Action Points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
