14:59
Expanding Chatbot Capabilities to the Telephone Channel
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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
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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