How Chatbots and Machine Learning Change the Way We Work

  • TYPE: Combined Session DATE: Thursday, September 20, 2018 TIME: 14:30-15:30 LOCATION: Emerald 3


This talk will present a new platform that was built to help enterprises help understand their customers better and deliver an exceptional customer experience. This solution helps customer-centric professionals take a comprehensive, end-to-end approach to managing the customer relationship, from mapping the customer journey and identifying pain points in the journey to generating survey questions and analyzing the resulting data to identify improvement opportunities.


It's normal for most of us to interact with technology in our daily lives. Companies lean on technologies to engage with customers, to help them with customer service, or enhance their customer experience through technology. Digital transformation has the opportunity to greatly improve a company's customer service and the overall customer experience. But companies cannot take a slow approach to implementing these technologies effectively. Consumers are used to better interactions as a result of technology, and they expect companies to rise to the occasion. We live in a fast-paced, swipe-right world and customers want efficiency, ease, and authenticity when they talk with a company. Enter the chatbot; one of the most powerful up-and-coming tools.  We're talking about advanced technologies powered by artificial intelligence and machine learning that can actually listen and provide relevant material in return. These are bots that can have actual conversations, and make consumers lives better. A chatbot cannot always be slapped at the problem, however in the future as technology improves so will the customer experience of the chatbot. It’s important for executives to stay up to date on developments regarding messaging apps, chatbots and customer service.

In this panel we will discuss why and how bot enabled conversations will become a key strategy for customer service organizations.


Principle Architect at T-Mobile - Has been at this position for 10+ years designing software to engage customers with T-Mobile services from various entry points.  Last two years, chatbots became our team focus to enhance customer chat conversation with Agents with micro-tasks and automatic...

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Session Links

Seattle, USA


Consumer Identity World USA 2018

Registration fee:
€1200.00 $1500.00 S$1920.00 13200.00 kr
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Contact person:

Ms. Lauren Zuber
+49 211 23707725
  • Sep 19 - 21, 2018 Seattle, USA