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Expanding Chatbot Capabilities to the Telephone Channel
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  • Description
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About the talk

While today digital channels carry the majority of customer service interactions, the traditional phone channel is not going away. Expanding the use of deployed chatbots to serve the telephone channel with conversational AI would be a win for all involved: technology vendors, companies deploying the chatbots, and consumers. But bridging the gap between chat and voice is not trivial, with several obstacles in terms of technology and conversational experience. In this presentation, we elaborate on the state of the art and possible solutions.

00:48 Interactive Media Background

01:23 About Interactive Media/Key Facts

02:38 The problem

04:00 The opportunities

06:00 Integrating chatbot with phone

07:23 Challenges

09:38 Interactive Media solution

11:32 Voice vs Chat details

12:47 Converting chat to voice

14:30 Summary

About speaker

Livio Pugliese
CEO at PhoneMyBot

Dynamic and technically savvy product manager with ample experience in telecommunications software products planning, management, development and support to sales. Multimodal and unified communications infrastructure and applications, network and consumers mobile apps, web APIs and applications, cloud-based apps. Product management and system engineering, including development and ownership of complex telecommunications infrastructure systems, mobile and web applications. Prime technical responder to RFPs/RFQs. My background is in software engineering before switching to product management: hands-on management of projects and groups devoted to product development and support.

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February 4 - 5, 2021
Online
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ai, application, bot, chatbot, conversation, data, design, healthcare, ml

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