Chin Kiat is a regional leader spearheading the chatbot programmes for Lazada since 2017. His team rolled out multiple chatbots serving both buyers and sellers on the Lazada platform across 7 countries. Today, he leads the Customer Care's Channel Experience team, responsible for the end-to-end journey of customers reaching out to Lazada. With more than 16 years’ experience in the Tech industry, he has first-hand experience on how to set up a chatbot programme. With a strong passion in practical application of AI technology, he set up teams to attract the right talents, put in the right processes for automation and developed the right system capabilities to address business needs.