Presentation by Jamel Jones, Director, IVR Operations, Comcast Cable.

After dialing a company’s 1-800 number, customers are typically met with an automated phone (IVR) system they despise. Common customer complaints are “it doesn’t understand me”, “it can’t help me with my problem” or “I just want to speak to a real person”. Given the exorbitant price of a live agent phone call, it is critical to maximize your IVR’s intelligent automation capabilities to minimize costs and deliver an excellent customer experience. In this session, we will discuss strategies to:

• Implement enhanced selfservice functionality to automate complicated call types resulting in lower agent costs and higher customer satisfaction.
• Utilize relevant information to accurately predict the reason of the customer’s call resulting in a streamlined and personalized experience.
• Expedite digital transformation by seamlessly transitioning customers from the IVR to digital channels.
• Choose the right KPIs to properly measure IVR health and identify customer pain points

Presentation by Joseph Magliacano, Robotic Process Automation Analyst, Asurion

Asurion is a long time user of the NICE process automation and desktop guidance solutions. Their center of excellence supports their business units with new and valuable automation solutions on a daily basis. Check out this presentation to understand why every organization needs to complement RPA with Desktop Automation as a driver of quality service, increased productivity, and happier employees.

Karlee Moore, Global OCM Lead - Financial Services, Eli Lilly and Company created this presentation to provide an overview of a few IA marketing strategies that have been utilized by a variety of organizations to “sell” Intelligent Automation internally, showing: 1) what can be done, 2) what has worked well, 3) and how to go about doing x – from the samples provided by the session speakers.

Presentation by Jasmine Tehara, VP, Business Optimization, Investment Division, Manulife.

Covers the necessary steps to properly evaluate if it’s the right time for your business operations to move forward with intelligent automation, based upon scope, budget, stakeholder and staff buying, regulations’ standards, process transactions’ volumes, etc. Provides the best timelines for implementation and how to introduce the technologies into your operations

Presentation by Josh Remacle, Digital Workforce Leader, Koch Business Solutions.

Imagine this scenario. One day after many successes in your IA journey something goes wrong either on an infrastructure-level or your stakeholders decide to either nix or expand your IA programs, leaving you with a kill or not to kill bot situation. If and when that happens, then what? How can you kill your bot program and either start from scratch, totally nix all signs of an IA program, or better yet, upgrade to a better bot program because it is necessary to do so for expansion reasons.