26 - 28 November, 2018
Le Méridien Dubai Hotel & Conference Centre, Dubai, United Arab Emirates

Intelligent Chatbots Focus Day: Wednesday, 28 November 2018

9:00 am - 9:15 am CHAIRPERSON: Opening address: The future of customer communications

Creating next-gen intelligent customer experiences through chatbots

  • Insight into the chatbot ecosystem
  • Examining the applications and use cases that are succeeding
  • How to generate ROI quickly
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Syeda Kanizul Fatma

Chief Knowledge Officer
SEWA

Shaikha Abdulkarim Abdool

Acting Head of Statistics Section Statistics and Research Centre
Ministry of Health

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Daniel Van Otterdijk

Senior Vice President - Group Communications
DP World

9:45 am - 10:15 am INSPIRATION TALK: Facial recognition and chatbots delivering exceptional value in the emerging digital ecosystem

Daniel Van Otterdijk - Senior Vice President - Group Communications, DP World
  • Defining new customer value propositions and services
  • Building a digital ecosystem to enhance responsiveness, adaptability and accuracy in service delivery
  • Exploring the right mix of biometrics, facial recognition and chatbots
  • Next-gen mobile application interfaces
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Daniel Van Otterdijk

Senior Vice President - Group Communications
DP World

10:15 am - 10:45 am INTERNATIONAL TRAILBLAZER: Creating the chatbot business case – determining ROI

  • Creating a compelling business case for bots and your brand to secure organisation-wide buy-in
  • How do you measure the ROI from chatbots?

10:45 am - 11:15 am NETWORKING COFFEE BREAK

11:15 am - 11:45 am REGIONAL TRAILBLAZER: Revolutionising customer experience with conversational Artificial Intelligence and the chatbot imperative

Shaikha Abdulkarim Abdool - Acting Head of Statistics Section Statistics and Research Centre, Ministry of Health
  • Championing digital transformation and the successful integration of chatbots
  • Evolving bots into intelligent agents that drive unified and collaborative customer engagement
  • Putting conversational AI at the forefront of your organisation’s digital agenda and strategic investment roadmap

Shaikha Abdulkarim Abdool

Acting Head of Statistics Section Statistics and Research Centre
Ministry of Health

Chatbot architecture and design

11:45 am - 12:15 pm Harnessing the benefits of AI-powered chatbot interactions

  • Taking chatbots beyond their functional service role to offering deeper personalised customer engagement
  • Increasing the efficacy of machine-driven communication tools
  • How are advancements in AI technology benefiting both customers and businesses alike?

12:15 pm - 12:45 pm From chatbots to intelligent virtual assistants with speech-enabled tech

  • Optimising advancements in speech recognition as the primer for chatbots
  • How AI-based conversational analytics will enhance customer interactions
  • Intelligent virtual assistants: How can chatbots rise to the next level of customer engagement?

12:45 pm - 1:15 pm REGIONAL TRAILBLAZER: Revolutionising customer service with chatbots to enhance engagement, loyalty and retention

  • Investing in technology that enables rich and intelligent customer interactions to boost satisfaction and loyalty
  • How are chatbots keeping up with the current trends for self-service in customer care?
  • Adopting an integrated approach to improving operational efficiency, customer engagement and revenue growth

1:15 pm - 2:15 pm NETWORKING LUNCH BREAK

2:15 pm - 2:45 pm Chatbot as a game changer in the age of the customer

  • Capturing business opportunities by utilising chatbots in customer service, shopping guides and assistant applications
  • Embracing artificial intelligence and chatbots in preparation for a digital-first future

Chatbot development and implement strategy

2:45 pm - 3:15 pm Transforming customer experience with the intelligent integration of bots and brains

  • Introducing ‘smart’ enterprise chatbots for seamless communication and business scalability
  • Maximising the value of chatbot implementation
  • How are chatbots enhancing agent productivity and delivering cost savings for organisations?

3:15 pm - 3:45 pm From pilot to commercialisation: Overcoming roadblocks in chatbot implementation

  • Why gradually growing pilot tests are vital in ensuring the success of chatbot launches
  • Pioneering the commercialisation of chatbot technologies – what are the common pitfalls and lessons learnt?
  • Incorporating chatbots as an integral part of your business operations

INTERACTIVE DISCUSSION HUDDLES

Huddle One

3:45 pm - 4:15 pm Monetising the value of chatbots

Huddle Two

3:45 pm - 4:15 pm Overcoming natural language processing in the Middle East

Huddle Three

3:45 pm - 4:15 pm Monetising the value of chatbots

4:15 pm - 4:15 pm END OF FOCUS DAY AND CLOSE OF CONFERENCE

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to replace the speaker with a speaker with equivalent insight.