Topic: Chatbots, Virtual Cognitive Agents and Conversational AI - Improving Customer Service
Chatbots, Virtual Cognitive Agents and Conversational AI are poised to be part of most customer service organizations going forward. Whether augmenting or replacing traditional IVR-based solutions, adding concierges on websites or in mobile apps; virtual agents and semantic interfaces will transform the way customers, employees and business partners interact with our companies and internal systems. However, we have all had bad experiences with inferior chatbots, so where does the technology stand today, what are the critical success factors around implementations and where is Conversational AI headed in the future?
Speaker: Allan Andersen, Director of Enterprise Solutions, Amelia (formerly IPsoft)
Allan Andersen has been part of the Conversational AI journey since 2015 when he joined Amelia. He is responsible for Amelia’s Cognitive and Autonomic solutions. In this capacity, he leads the company’s product marketing, product management, documentation and education strategy. Before joining Amelia, Allan worked at CA Technologies and was responsible for product management and strategy across several solutions, including endpoint, cloud and datacenter automation. Allan earned a M.Sc. in Economics at the Copenhagen School of Business.
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