17 - 19 September 2018
Meydan Hotel, Dubai, United Arab Emirates

Richa Madan

VP - Customer Care Unit, Retail Banking Group

2:40 PM PANEL DEBATE: Chatbots: Friend or foe?

  • Utilising chatbots for customer intent routing
  • When bots go bad: Avoiding common implementation errors
  • Machine or human? Do customers actually like using chatbots?

3:10 PM How to ensure experience continuity in your self-service delivery

  • Understanding when to deploy agents and when to deploy TTS (Text to Speech) in your customer journey
  • Moving from IVR to an agent: How to ensure context and continuity in the transfer
  • How to make customer data accessible across channels to ensure seamless experience continuity

Check out the incredible speaker line-up to see who will be joining Richa.

Download The Latest Agenda