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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
Projects manager with strong technical education, experience in processes and systems audit, business processes performance and systems development and evolution.
View the profileShnay 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.
View the profileI’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.
View the profileRestart. Okay, with everyone. I might be Monday and I have the pleasure of hosting the panel conversation. I started working with conversational AI in 2017. It was a funny funny where I built and ask is absorbed, which is a VA live in 15 countries. Which Bible verse is one of the men in Europe, where I basically just a sister, that is why we are having depression. What, what is the goal behind discussion? I think we are in a stage where we pass initial height for a persistent and there
is no easy almost a commodity but bringing them to the black turkey, 40% of the traffic. Play with me, I believe people really managed to cross the bridge across different languages and I'm quite sure you would love for them. So I would like to welcome May which is a senior product manager from Netflix on vallabha. BNP Paribas animal expert. The session. So just use the comic books. And please remember to mention that the person get addressing the question to the play will be easier. If
you can. I'd like to confirm, you weren't for 5 years in digital transformation. And now it's developing Cora. Cora is like the First Financial support in u.k. And it does motivate mean on
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