Breakfast seminar: AI-powered customer service of the future
Date: Thursday June 6, 2019 at 8:30-12:00
Location: Lasipalatsi, Mannerheimintie 22-24, 00100 Helsinki
Customers expect a 24/7 digital customer service, which challenges service units to develop their operations. Technology – particularly AI and automation – can help to respond to customer needs and improve customer experience.
The next generation AI chatbots are capable of having natural conversations in the Nordic languages, understanding slang and spelling mistakes, and executing service requests while having customer dialogue. AI-based service bots can solve 80% of informational requests and execute 30-50% of customers’ service requests.
As service bots take care of a large volume of dialogues, the job of an agent is changing from responding to routine questions to solving more complicated and personalised requests. The ongoing change affects both B2C and B2B organisations, and internal and external customer service units.
When to use a service bot and when not? How to jump into change quickly and effectively? What does the implementation of service bots require from organisations?
Welcome to a unique breakfast briefing organised by Front AI and boost.ai. In this briefing you will discover the latest trends and technological opportunities in customer service. In addition, Nordea Bank will share their experiences of Nova – a virtual agent and also the most efficient worker at Nordea.
The event takes place in Lasipalatsi on June 6, 2019 at 8.30-12.00. The breakfast is served in the morning and lunch after the event. The briefing is free of charge for our invited guests.
9.00 Opening words
Jari Annala, Founder & CEO, Front AI
9.10-9.45 Making the impossible language possible? An introduction to the technology behind conversational AI
Lars Selsås, Founder & CEO, boost.ai
9.45-10.25 Customer service should not be automated, and 9 other myths of AI in customer service
Matti Toivonen, CXO, Front AI
10.30-11.15 Introducing Nova – Nordea’s most efficient employee
Egild Homme Technical Coordinator, Business Support and Martin Laukvik, Senior Business Developer, Strategy and Proposition, Business Banking, Nordea Bank
11.15 Questions and summary