Featured Sessions

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Complimenting AI Lead Generation with a human agent. The amazing cost benefit with losing Customer Experience!

Learn about the SPEAKING model – a conceptual framework for designers within and outside the Conversation Design practice who seek to turn abstract concepts into something that can help us systematically gather language, culture, and context data.

Sharing learnings that followed the epic journey of integrating data into the QuickBooks bot, to personalize conversations with customers. This has materially shifted our conceptualization of the conversation design workflow, and necessitated the division of a whole new track in our team.

In the last year, we’ve seen research that shows that online relationships can be as meaningful as those formed in real life. Yet our relationships with voice assistants and chatbots remain transactional, limited to answering questions or facilitating product returns. What if you could use AI to make connections in virtual worlds as interactive and social as connections in real life? What if an AI character could help you forge relationships with customers and unlock deeper user engagement? In this talk, we will explore the evolution of chatbots and advanced in AI have now made it possible to mimic the deeply social nature of human interaction.

The service gap is widening. Why? Enterprise contact centers struggle to meet today’s demand for instant, personalized service across channels. 66% of customers are frustrated before they even start talking with a customer service rep. Conversational AI is rewriting the customer service rulebook. This doesn't mean replacing one system with another to do the same process better or faster, but to create entirely new processes and possibilities out of these new opportunities. Join Derek Roberti, VP of Technology at Cognigy, as he explains that providing the CX your customers expect boils down to three main pillars. Rethink your strategy into one that puts AI at the heart of your contact center, which is customer-driven, not machine-led.

with BotCopy

Conversation-Driven Development is the process of listening to your users and using those insights to improve your assistant.

In this new world of upgraded tech and disrupted way of living , there's a heavy burden among people to learn immense technologies like AI and sustaining one's holistic wellness. How does ones navigate two, seemingly separated worlds, and how do they impact the future of work? In this talk, Jean touches on a unique intersection of wellness and big technology to re-imagine and re-make the way we build our careers to prepare for the future, interact with the world and live our lives in this new radical age in humanity.

Interfaces are an important part of our daily lives from text-based interfaces (like the command line) to graphical interfaces (like websites and apps), but interfaces aren't just about computing. We interact with visual interfaces all the time, for example, road signs. You might interface with your dog through play or pets. We interface through spoken words in conversation. Conversations are natural between people, but conversing with computers can bring more people into the world of computing.

Discussing the role NLU Design plays within the Conversation Design workflow.

We have now entered the age of adaptive automation. At Intuit we are designing human-centered autonomous systems that enable humans or machines to change the system state and the level of autonomy in real-time. In this session, Brian will cover the history of Adaptive Automation and use cases from his projects across military/defense, gaming, autonomous vehicles, manufacturing, and ultimately fintech. Lastly we will cover examples of how to use adaptive cards to drive efficient task completion