All Times Eastern
10:05 AM - 10:35 AM
Conversational AI, Credit Unions, and What's Next for Banking
John Best (CEO, Best Innovation Group)
10:35 AM - 11:00 AM
Conversational Design and Development Strategies to Optimize Your Virtual Assistants’ Potential in the Next Normal
Eduardo Olvera (Senior Manager, UI Design, Nuance)
Nirvana Tikku (Director, Software Engineering, Nuance)
Since the COVID -19 pandemic locked down most of the world in mid-March, there’s been a proliferation of AI powered chatbots, IVRs and virtual assistants rapidly deployed across industries and channels as a first-line solution to solving for the increase in virtual inquiries and self-service transactions. While COVID has accelerated the cycle from build to deployment, keeping our virtual assistants up to date, relevant, and useful to users as their needs evolve and scenarios become more complex is a strategic imperative for businesses.
In order to scale up to a higher level of production readiness, advanced strategies of conversational design that include context awareness, omni-channel integration, problem solving, personalization, empathy, and goal enablement need to be at the forefront of conversational systems’ development. In this session, Nuance speakers will share best practices from their DIY AI tooling platform to help developers plan, design, build and maintain advanced conversational solutions into their customer service offerings. Attendees can expect to take away the strategies, tools and skill set needed to uplevel conversational user experiences for customers willing to conduct more contactless business, purchasing and virtual self-service than ever before.