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Panel: Conversational AI in the Service Industry
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About the talk

The state of the art of Virtual assistants in the service industry, the challenges and the best practices of building them at scale to create financial benefits, and how to prepare the road for more intelligent and human-like applications in the short-term future.

00:00 Intro of panelists

16:18 Perspective and own experience

31:40 Thoughts about omnichannel and other cases

32:00 About general orchestration

36:37 About limits and journey

40:00 Examples of AI in Service Industry

58:17 Final words

About speakers

Kirill Elsukov
Chief Technology Officer at Vlinder
Ruth Engemann
Lead Expert Conversational AI at E.ON Digital Technology
Shnay Chohan
Senior AI Product Manager at Natwest Group
Marco Li Mandri
Principal Product Owner - Conversational AI - ING Analytics at ING

Projects manager with strong technical education, experience in processes and systems audit, business processes performance and systems development and evolution.

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Shnay has been working for NatWest Group in a range of digital transformation roles over the past 6 years, currently managing Cora the UK’s first and best customer facing chatbot from any financial services organisation.

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I’m Marco Li Mandri, creative technology passionate comfortable with analytical methodologies. I'm also a Six Sigma Black Belt. Before joining ING, I worked as a Senior Product Manager in Vodafone, in charge of TOBi, our artificial intelligence powered virtual assistant, both a chatbot and a voicebot. Before, I had the opportunity to work as a senior strategy expert in Vodafone Italy, with focus on the design of innovative service models for our consumer customers, leveraging digital channels and leading innovative CRM projects. For strategic business questions, I develop analytical insights with the aim of communicating structured recommendations to Senior Management, COO and CEO. Before joining Vodafone Italy in 2014, I worked as a business consultant for e-finance Reply at reinventing the financial advisory proposition for one of the most important Italian banks, digitalizing the customer’s acquisition and in life management process. In 2013, I've been working a Sales Account in Sweden (Stockholm area) where I helped Housinganywhere.com in establishing presence in the area. Prior to that, I had the change of building in SEO, SEM and E-commerce consulting with focus on travel industry. I have a Master of Science (MSC) in Management Engineering summa cum laude obtained in Linkoping Technology Institute in Sweden and in University of Palermo.

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

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Kirill Elsukov
Ruth Engemann
Shnay Chohan
Marco Li Mandri