Name: The Future of Contact Centers: Digitalising using Conversational AI
Start: 2022-03-14T14:00:00Z
End: 2022-03-14T14:01:20.000Z
Location: BrightTALK
Rating: 5

We’re proud to transform the customer experience for hundreds of millions of consumers around the world, powering millions of interactions every day across our enterprise client base.  

One of the first lessons managers learn is to always to prepare for the worst but hope for the best, one that now becomes extremely relevant for businesses as the perfect storm seems to be brewing; most economists agree that the world is in store for a major recession next year, countries are getting laws passed to protect customers against waiting times and most businesses have not fully recovered yet from the Covid pandemic chaos.

It is hard to improve and plan when you are in panic mode, so… are you using your time and money wisely to get your business prepared for the next unexpected event? Is your company at risk to fail your customers’ expectations? Join our webinar to understand how Conversational AI is helping businesses to future proof their digital contact centers today and do more with less as we enter uncertain times.

Learn from our speakers:
- Per Ottosson - CEO, Artificial Solutions 
- Johan Åsberg - ISV Partner Sales & Marketplace Lead, Microsoft 
- Steve Morrell - Managing Director, ContactBabel

Future-proof your Digital Contact Center Strategy

As one of the largest telephone operators and mobile network providers in the world, Telefónica has made a commitment: their customers are always the guiding principle in everything they do, and the company therefore strive to understand and anticipate their needs and opinions and measuring their degree of satisfaction with the Telefonica’s products and services. Conversational Artificial Intelligence (CAI) has become a crucial piece of the company’s strategy to keep their commitment, and Telefónica will share with you what have they learned so far from their journey.  

Conversational AI serves as an interface between a human and an app. It is typically associated with automation of call centers through IVR, virtual assistants and bots, although it can be used in virtually any industry vertical. But before companies can use this technology, they need to understand what and why they should automate processes and what they want to achieve. Telefónica’s journey with our CAI Platform Teneo started last year when the company decided to enhance their IVR system with natural language recognition. The solution took only a few months to go live, and it is already handling nearly the entire traffic of the contact center coming through the phone channel. 

Join this webinar to hear Sarah Rojewski, Manager of A.I. and Automation in Telefónica Germany, share her experiences developing conversational solutions and how this technology can accelerate digital transformation while improving customer experience and delivering valuable business data. Artificial Solutions' CEO, Per Ottosson will share useful insight about what companies need to think about before adding Conversational AI to their contact center mix and share some of the results that Teneo clients are obtaining with their developments.

Telefónica's Journey into building effective Conversational IVR Solutions

Talking is the most natural method of communication for humans. So, it is no surprise that your customers prefer to use their voice to engage with your company. Voice is also the preferred channel for younger generations, as evident from their adoption of voice assistants. Gartner’s AI and ML Development Strategies Study even forecast 2023 as the year when 80% of consumer apps will become “voice-first”.

When it comes to customer service, the use of voice has started to break free beyond the phone. Any communication channel can now be enhanced with a voice user interface. This can attract younger generations but also to provide easier access for older customers or people with disabilities.  But… how do you start? By joining this panel!

Kane Simms (Founder of VUX World) will moderate an open discussion between Tim Holve (CPaaS Channel Sales & ISV Partners, NA @ Vonage) and Sean McIlrath (Vice President & GM, Americas @ Artificial Solutions) about the challenges and opportunities that voice brings to Conversational AI implementations and how companies are future proofing their customer experiences by adding voice it into the mix.

Using Voice to Enhance Conversational Customer Experiences

We’re kickstarting 2022 with a fun discussion between Conversational AI experts who will discuss the subject of no-code / low-code and pro-code development tools and platforms! 

What kind of tool should you use to build your next automated conversational experience? This may be the first question that you need to answer before searching for your next Conversational AI (CAI) tool, but don’t worry; join this casual discussion and get a better understanding of what truly lays behind the no-code, low-code, pro-code keywords that companies keep throwing around. 

“Low Code” is fine when only a little code is needed. “No Code” is fine when no code is needed. But any platform that doesn’t allow for “Some Code” or “More Code” will be grossly limiting in terms of use case reach and scale as mature CAI solutions often require highly complex processing logic and integration logic.

During this webinar, Linette Manuel (Developer Advocate), Joaquim Bargalló (Director of Customer Success) and Ben Case (Solutions Consultant) will chat about the pros and cons for every option and what they recommend from their experience to different users based on what kind of solutions these want to build. They will take the mystery out of these terms and explain how every option works for the different team members (conversational designers, NLP linguists, testers, integrators, etc.) and how having one platform for collaboration can drastically improve productivity.

How much code do I need to build Conversational Experiences?

In our quest to make your development team even more productive, we have recently developed a connector for our Teneo Platform to integrate with Microsoft's Power BI. This allows Teneo users to create their own reports on Power BI, to analyze the conversational data from their Conversational AI solutions. 

Join our Conversational AI Developer, Ramazan Gürbüz, to learn: 
- How does our Teneo connector for Power BI works? 
- What do you need to get Power BI reports for your Teneo solution up and running?
- How to start? Premade reports or start from scratch. 
- How to build good queries in Power BI?

Teneo + Power BI: Your Conversational Solutions Enhanced by Data Visualization

Zwar spielt die Reaktionsgeschwindigkeit eine Rolle bei der Kundenansprache, doch die Kunden von heute haben in allen Bereichen hohe Erwartungen: Sie erwarten auch Flexibilität, Beständigkeit , Kompetenz, Qualität und die Möglichkeit ein Gespräch dort fortzusetzen, wo sie es verlassen haben. Swisscom ist eines der Unternehmen, welches dies schon vor Jahren erkannte und auf Conversational AI gesetzt hat, um das Kundenerlebnis zu optimieren.

Die konversationelle künstliche Intelligenz dient als Schnittstelle zwischen einem Menschen und einer App. Die Technologie wird in der Regel mit Callcentern und virtuellen Assistenten/Chatbots in Verbindung gebracht, obwohl sie in praktisch jeder vertikalen Branche eingesetzt werden kann. Doch bevor Unternehmen diese Technologie einsetzen können, müssen sie verstehen, warum sie überhaupt Conversational IVR-Lösungen, Chatbots und andere KI-basierte Dienste entwickeln. Nachdem Swisscom bereits Chat- und Sprachlösungen implementiert hat, expandiert sie nun in den Bereich Conversational IVR und wird Ihnen einen Einblick geben, was sie bisher gelernt hat.

Nehmen Sie an diesem Webinar teil und hören Sie, wie die Referenten von Swisscom, Artificial Solutions und TrustCom ihre Erfahrungen bei der Entwicklung von Conversational-Lösungen teilen und wie diese Technologie die digitale Transformation beschleunigen kann, während sie gleichzeitig das Kundenerlebnis verbessert und wertvolle Geschäftsdaten liefert.

Referenten:
- Roger Dill - Product Owner Dialog Management, Artificial Intelligence & Machine Learning Group bei Swisscom 
- Rolf Neukom - Produktmanager Messaging-Kanäle und Chatbot bei Swisscom
- Jakob Hauser - CEO der TrustCom AG
- Nicolas Köllerstedt - CRO bei Artificial Solutions

Swisscoms Einblicke in den Aufbau erfolgreicher Conversational IVR Lösungen

The Conversational AI market has become very fragmented; with hundred of startups making their entrance to it, companies are having a hard time to stand out and to prove to customers the benefits of that their product can offer and how they are different. Collaborating with the competition might be the best way to combine forces and offer a stronger product to customers looking to build their next Conversational AI solution. 

During this keynote, Per Ottosson (CEO of Artificial Solutions) and Shweta Bhatt (Business Lead for Azure Data and AI at Microsoft) discuss how to set up the right alliances to ensure Conversational AI success. Learn how companies like Telefonica, A1 and Swisscom are getting the benefits from LUIS^Teneo, a joint proposition between Artificial Solutions and Microsoft to boost development of CAI solutions.

Setting up alliances to ensure Conversational AI Success

Sie suchen ein hochwertiges Werkzeug, mit dem Sie die Entwicklung von Bots, die mit MS LUIS und dem Bot Framework erstellt wurden, beschleunigen, die Produktivität Ihres Teams steigern und alle Ihre Lösungen einfach skalieren können - und das in 86 Sprachen? 

Ihre Suche ist vorbei!

LUIS^Teneo kombiniert zwei Spitzentechnologien und hilft Ihnen, Conversational Bots doppelt so schnell als der Branchendurchschnitt zu entwickeln, zu testen und zu veröffentlichen.

In weniger als 1 Stunde werden Sie verstehen:
- Wie man Conversational Bots erstellt
- Wo Sie Ihre Ressourcen maximieren können
- Wie ein schnelleres Prototyping, kürzere Implementierungszeiten, mehr Funktionalität und größere Skalierbarkeit möglich sind

Begleiten Sie unsere Experten Daniel Philippe Thiemann und Tim Bartz bei der Übersicht, wie Teneos Conversational Integrated Development Environment (IDE) und Runtime mit MS LUIS und Bot Framework Composer integriert wird - inklusive einer kurzen Demo, um zu sehen, wie alles zusammenkommt.

Luis^Teneo: das revolutionäre Werkzeug für Bot-Framework-Entwickler

This is a video of the keynote presented by Artificial Solutions’ CEO, Per Ottosson on the CX, Marketing and e-Commerce track at AI Summit UK in September 2021. 

On this presentation, Per discusses how Conversational AI technology and tools have reached a point where companies no longer need to fully rely on software providers to develop sophisticated natural language-based solutions. To show real examples of this, Per is joined on stage by Anne Jenkins from CGI, Laura Krūmiņa from Circle K and Roger Dill from Swisscom; they will explain how by taking ownership of the development has allowed these companies to increase team productivity and solution scalability in their projects.

Are you ready to own your Conversational AI Journey?

¿Estás buscando una herramienta para acelerar el desarrollo de bots creados con MS LUIS y Bot Framework? ¿Quieres aumentar la productividad de tu equipo y poder escalar fácilmente todas tus soluciones conversacionales, en 86 idiomas?

¡Deja de buscar! LUIS^Teneo combina dos tecnologías punteras para ayudarte a construir, probar e implementar bots conversacionales en la mitad de tiempo que el promedio de la industria.

Regístrate en este webinar para aprender:
• ¿Cómo construir bots conversacionales?
• ¿Cómo maximizar tus recursos para crear prototipos e implementar soluciones conversacionales en menos tiempo, alcanzar mayor funcionalidad y asegurar la escalabilidad de tus proyectos?

Nuestra experta conversacional, Carmen del Solar, mostrará a la audiencia cómo se integra el entorno de desarrollo de Teneo con MS LUIS y Bot Framework Composer durante una breve demostración en vivo.

Sobre LUIS^Teneo
Teneo es la única plataforma de Inteligencia Artificial Conversacional que permite desarrollar chatbots de una manera rápida, robusta y escalable al integrarse con Microsoft LUIS.

Algunas de las capacidades únicas de Teneo incluyen:
• Estructuras modulares
• Arquitectura flexible
• Funciones de idioma global a local

Cuando nos dimos cuenta de lo poderosos que son Teneo y MS LUIS juntos, creamos un nuevo enfoque para el desarrollo de chatbot: LUIS^Teneo.

Al combinar Teneo con las API cognitivas de Microsoft, nuestros clientes pueden disfrutar del poderoso entorno de desarrollo, las reglas lingüísticas y las capacidades analíticas de Teneo y al mismo tiempo del potente motor de reconocimiento de intenciones de MS LUIS.

Regístrate a este webinar para aprender más sobre el desarrollo de bots con LUIS^Teneo.

Luis^Teneo: la herramienta indispensable para desarrolladores de Bot Framework

Apúntate a nuestro webinar para descubrir cómo empresas como Škoda, Swisscom y HelloFresh, han usado la IA Conversacional para ofrecer una mejor experiencia a sus clientes, incrementado ventas multicanal y reducido costes operativos. Mykola Sochynskyi, Director de Ventas de Artificial Solutions y Mario Tucci, co-founder de Arion Koder discutirán sobre el estado del mercado de IA Conversacional en las Américas y presentarán distintos casos de éxito para inspirar a la audiencia y mostrar el increíble potencial de esta tecnología. 

La Inteligencia Artificial Conversacional (IAC) está cambiando la forma en que las personas interactúan con la tecnología, sobre todo tras la llegada del Covid-19, obligando a las empresas a optimizar la forma en que estas ofrecen soporte a sus clientes. Desde interfaces de usuario de voz hasta asistentes virtuales y chatbots, cada vez es más evidente que los clientes buscan una experiencia más natural y parecida a la humana. Los seres humanos se comunican mediante el lenguaje natural; a veces se desvían del tema principal, se pierden datos cruciales y dependen del contexto para ser comprendidos. Esto requiere un sistema de IA conversacional que vaya más allá de las demandas simples y que aporte conversaciones contextuales que permitan a los usuarios hablar usando sus propias palabras, frases y terminología. 
 
En la actualidad, cada vez más empresas buscan optimizar la experiencia de sus clientes implementando chatbots. Sin embargo, la mayoría de las implementaciones son muy básicas y siguen procesos lineales que se asemejan más a una sección de preguntas frecuentes que a una conversación real. Esta falta de capacidad conversacional suele conducir al fracaso y a la desilusión de los clientes con los sistemas de autoservicio. Artificial Solutions y Arion Koder saben que tus clientes merecen mucho más y queremos ayudarte a lograrlo. 
 
¿Estás listo para aprovechar el potencial de la IA Conversacional? ¡Acompáñanos para descubrirlo!

La Inteligencia Artificial Conversacional va a transformar tu negocio

Conversational AI is no longer a complex, unattainable technology that only a few companies know how to implement. The increase of low-code and graphical interfaces in the market has pushed companies to start taking ownership and developing their own Conversational AI solutions in-house, instead of purely relying on technology providers. Therefore, the demand for insights into how to ensure that the right profiles are picked to guarantee team productivity and project scalability growths has surged. 
As your company prepares to embark on this journey, how do you ensure that your organization is ready for Conversational AI Success? Join our webinar to find out!

In this session, Hans van Dam, founder of the Conversational Design Institute, and Joaquim Bargalló, Director of Customer Success at Artificial Solutions, will share their experience training and building teams to support the development and deployment of chatbots, and describe where companies should focus their attention to ensure the success of a project. 

Other topics covered during this webinar are: 
-	Picking the right business case and tool for your company. 
-	Putting together your AI-Team: where to start, how to scale and what to look for when hiring?
-	Examples of successful deployments

Setting up your business for Conversational AI Success

Looking for a tool to speed of development for bots built with MS LUIS and the Bot Framework, increase the productivity of your team and easily scale all your solutions? And would you like to do it in 86 languages? Look no more; just register for this webinar. 

In this session, we would like to show you an IDE framework that can help you achieve all this. LUIS^Teneo combines two top technologies to help you build, test, and release conversational bots faster. The seamless integration of Teneo and Microsoft’s Cognitive APIs leverages Teneo’s powerful development environment, linguistic rules, and analytic capabilities with the MS LUIS intent recognition engine, allowing for faster bot development. With its modular structure, flexible architecture and unique global/local language features, Teneo is the only conversational AI platform that allows for fast, robust and scalable chatbot development by integrating with (and expanding) Microsoft LUIS services.

Join Conversational AI Engineer and Teneo Advocate, Carmen Del Solar, as she shows how Teneo’s Conversational IDE and Runtime integrates with MS LUIS and Bot Framework Composer, allowing businesses to build bots and maximize their resources through rapid prototyping, fast implementation times, increased functionality and greater scalability.

LUIS^Teneo: a Game Changer Tool for Bot Framework Developers

Conversational design for rapid global rollouts, done in multiple languages is an enigma. Most conversational AI initiatives are unconnected and can't roll out new functionality or new markets instantly. We can. 

With Teneo it is possible to have an original version in one language, and be able to launch another,  typically reusing about 80% of the original build with no need to start from scratch. For example, the specific language structures and models for an English-speaking Company can be easily ported to operations in Poland, Sweden, Russia or Japan.

In this webinar, we will discuss:
•	Is translation the best option when adding another language to my solution? 
•	How and when should I localize solutions? 
•	How do I maximize the use of resources as the solution grows?

Join Joaquim Bargalló, Head of Customer Success at Artificial Solutions, as he explains why localization provides a better strategy to scale and maintain solutions in different languages and for different markets. Joaquim will share his experience managing multi-language projects and discuss how companies such as Shell, Skoda and Swisscom are using Teneo to enjoy the advantages that our localization feature can provide for your team.

The Power of Bot Localization: Going Beyond Translation

For better or worse, the COVID pandemic has pushed users and companies to engage primarily through digital channels.  After a year that brought digital transformation to the top of the list for many businesses, users have grown accustomed to self-service solutions and expect companies to provide them services and support 24/7. 
How can companies take advantage of this behavioural shift in users?  Valuable customer data resides in these day-to-day conversations between users and self-service solutions. Conversational data provides insights into customer behaviour and sentiment in real-time.  Not only can it help you recognise emerging trends faster, but it opens opportunities to engage with new and existing customers beyond the typical online surveys and focus groups.
Join us as we discover the value of conversational data with Tim Bartz, EMEA Presales Consultant at Artificial Solutions. He'll be showing us:
•	The Teneo Platform's features, including real-time access to conversational data both within the platform itself as well as via your existing BI tools like PowerBI and Tableau;
•	The breadth and depth of data available when customers are allowed to express themselves in natural, everyday language, and;
•	How to find new or unexpected trends with conversational data, especially in a post-COVID world

Leveraging Conversational Data to boost your business

Testing is a crucial enabler for the success of chatbots and virtual assistants. Doing it manually requires enormous time and efforts. Automated testing will remain critical to ensure that bots actually do what their designers intend. Talking to a chatbot usually has no barriers, it runs without any restrictions. 

 Combining this with an unpredictable user behavior, it becomes utmost difficult to verify the correctness of conversational AI. Training data and test sets are infinitely large. In fact, quantity plays a major role in quality assurance for bots, but makes it impossible to test manually.

The main questions to answer are "Why are bots failing?", "What and how should you test?" and of course "How to automate?".

In this webinar we will showcase the setup of a test automation pipeline for a Teneo based chatbot to continuously check conversation flows and NLP performance. And we will take it even further by adding full End-to-End Testing.

About Botium: 
Botium is a test automation tool set for conversational AI following a holistic test approach to cover all quality standards. Meaning functional as well as non functional testing. The company was founded in 2018 and quickly became the industry standard tool for automated testing for Conversational AI. Their open source framework, Botium Core gives an unlimited experience for those who are comfortable with coding, while their commercial product, Botium Box was designed to make chatbot testing and training fast and easy for everyone.

How to improve your Teneo chatbot with E2E test automation

Enterprises are faced with the challenge of creating global conversational solutions that can engage customers in many languages all over the world and still understand them effortlessly.

This may sound like a huge task – but it doesn’t need to be.

In this webinar, Tim Bartz, Presales Consultant at Artificial Solutions, will demonstrate how Teneo’s unique approach makes creating global solutions in multiple languages easy and fast to scale – saving time and resources. Learn how Teneo uses a master language solution to quickly develop and scale to other languages. Develop once, deploy across many – no need to begin from scratch for each additional language.

Everything you see in this demo can be tested and created by you for free on Teneo Developers.

How to Develop Scalable Multilingual Conversational AI Applications Quick & Easy

The pandemic disrupted and changed the way consumers interact with organisations, expecting and demanding accessibility 24/7 through the use of digital channels. From medical support, rescheduling holidays to obtaining emergency loans, call centers were at the center of it all. In a time that heavily influenced consumer loyalty, slow responses, high attrition rates, call volumes and delays, organisations faced a huge loss in brand confidence.

At the same time, how can we provide 24/7 accessibility without the need of investing in more staff, whilst improving customer and employee satisfaction? How can complex requests be handled and managed without expanding?

With the advances in Process Automation and Machine Learning, we believe the answer lies in Conversational AI to provide human-like experiences with meaningful, outcomes based experiences. Join this webinar to learn how conversational AI will change the way contact centers operate and how companies are benefiting from it today. 

About CGI
Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. We are insights-driven and outcomes-based to help accelerate returns on your investments. We are delighted to be partnering with them to implement the platform for clients.

The Future of Contact Centers: Digitalising using Conversational AI

Artificial Intelligence

Automation

Call Center

Contact Center

Conversational AI

Customer Engagement

Customer Support

Multilingual

Omnichannel

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The Future of Contact Centers: Digitalising using Conversational AI

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