Day 1 - Automation and Conversational Voice AI by SingHui Teo

The last year and a half have been unprecedented and challenging for humanity. As we try to cautiously tread past the crisis mode, organizations across the world are compelled to reimagine automated and contactless customer experiences. While this innovation was usually dismissed as unessential in previous years, today, brands embrace this change driven by necessity.

The pandemic has presented organizations with the opportunity to build on their past digital successes and consider how they can use conversational AI across other use cases to drive higher automation for business success. Research companies like Gartner have put out studies that indicate a need to rapidly progress AI-driven speech-to-text and text-to-speech services and spoken language understanding to support the significant inroads that the technology is making in global businesses.

Conversational voice AI automates basic, time-consuming consumer queries and tasks in real time. It can retrieve information and account details, resolve basic queries and quickly complete transactions — and largely eliminate human error that can occur in customer service. It has also been found to significantly reduce the average time spent by customers on the phone to resolve simple queries. And the disruption of daily life brought by the pandemic has resulted in a surge in such inquiries with varying levels of urgency.

In this case study presentation, SingHui Teo will explore Conversational Voice AI, one of the most innovative concepts Automation, and showcase how this technology can be used to automatically engage with key audiences.

#automation #ai #technology