12 - 13 February, 2020 | Singapore

Conference Day 2

8:00 am - 9:00 am Morning Refreshment and Registration

9:00 am - 9:10 am Opening Remarks from Chairperson

HARNESSING AI FOR BETTER CUSTOMER INSIGHTS AND SERVICE

9:10 am - 9:50 am Case Study: Utilising Timibot to Drive Customer Insights Within Alibaba’s Retail Business

Leo Wang - Chief Architect, Alibaba
Timibot is a chatbot used in retail trade processing to provide more efficient service to consumers and also to increase order transaction rate for merchants. It has been optimised for 100 product categories. Beyond Taobao platform, Alibaba is also exploring other service channels and features including WeChat and merchants’ own mobile platform applications to enable seamless omni-channel interactions.

·        How has Alibaba utilised AI-powered chatbot to enhance customer interface
·        The optimal mix of human and AI to drive operational efficiency
·        The future of chatbot to deliver exceptional services to customers
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Leo Wang

Chief Architect
Alibaba

9:50 am - 10:30 am Case Study: Transforming Pacific Healthcare Business with Digital Platform and AI Technology

Daniel Lui - CIO and VP Operations, Pacific Healthcare (Thailand) Co., Ltd
Pacific Healthcare is a successful medium size healthcare company, taking advantage of AI technology to accelerate our business marketing plan. We will be sharing our view on digital interruption on the business strategy, how the company aligns business goals with digital transformation, strategic options and major considerations including data platform, partner selection, AI risks and value realization, with key learnings.
 
·         Identify sophisticated analytics to micro-segment customer groups
·         Ways to monitor customers’ behaviour, profiles and patterns to discover actionable insights
·         Strategies in providing personalised and tailored customer service to different customer segment groups
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Daniel Lui

CIO and VP Operations
Pacific Healthcare (Thailand) Co., Ltd

10:30 am - 11:10 am Morning Tea

11:10 am - 11:50 am Case Study: One Platform, Multiple Use Cases - How YES BANK Revolutionize Customer Experience and Achieve Cost Savings with Fully Transactional AI-Powered Bot

Utpal Chakraborty - Head of Artificial Intelligence, YES BANK
Companies are investing in new digital customer experiences. In YES BANK, the YES ROBOT platform is a fully transactional chat bot wherein customers are allowed to perform banking transactions like check account balance, fund transfer, book fixed deposit, book recurrent deposit, apply for loans, pay utility bills and many more in a conversational way. The platform is unique, industry first and one of its kind which received huge appreciation from both finance and technology fraternity.

·         How chatbots empower YES BANK to deliver smarter, faster and frictionless customer experience
·         Leveraging on chatbots to gain customer insights, create better customer interactions and achieve efficiency
·         Reviewing emerging trends of chatbots with enhanced analytics, RPA & other cognitive capability  OCR, computer vision, speech-enabled technology and conversational analytics
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Utpal Chakraborty

Head of Artificial Intelligence
YES BANK

·         Examining possibilities and limitations: gauging the state of current technological maturity
·         Beyond the chatbot: can AI deliver human-like interactions
·         How could voice technology be used to better engage customers
·         What will be the ideal experience to the customer of 2025
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Wilson Ang

Director - Digital Services Lab
Infocomm Media Development Authority of Singapore

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Dr. Stephen Chan

Chief Medical Informatics Officer
Woodlands Health Campus

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Utpal Chakraborty

Head of Artificial Intelligence
YES BANK

12:30 pm - 1:30 pm Networking Lunch

IMPROVING OPERATIONAL EXCELLENCE THROUGH AI

1:30 pm - 2:10 pm Case Study: How GE Digital Utilised Machine Learning to Help Energy Clients Achieve Operational Excellence

Praveen Lala - Director of Digital Services, GE Digital
As one of the world's foremost digital industrial company, GE is helping to drive digital transformation across various industries - energy being a key one. Using knowledge of both physics and analytics, GE works with some of the world's biggest energy companies, to use machine learning and AI to improve reliability, efficiency and reduce operating costs in current business environment. Removing business silos and looking at an integrated 'value chain' approach, customers are moving on a journey of digital maturity and knowledge workers.

·        How best to use machine learning to turn legacy data into better visibility and actionable insights for business growth
·        How to effectively utilise predictive analytics to “solve the problem” before it becomes problem
·        Working on change management to drive better adoption and maximise value delivered
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Praveen Lala

Director of Digital Services
GE Digital

2:10 pm - 2:50 pm Case Study: Utlising AI Effectively to Stay Ahead of Cyber Security Threats

AI relies on having huge quantities of uniformed and accurate data which also makes companies leveraging AI, key targets for cyber-attacks. What are you doing to stay bullet-proof?

·         How AI fits into cybersecurity
·         Ways to use AI and machine learning to detect threats
·         Where AI for cybersecurity is headed next

2:50 pm - 3:30 pm Afternoon Tea

3:30 pm - 4:10 pm Case Study: How OCR Optimise Document Processing for Smarter Invoice Automation

·         Getting to grips with unstructured data sources: how must data be structured
·         To what extent is drawing on open data useful
·         Avoiding silos: creating systems that communicate

4:10 pm - 4:50 pm Case Study: Leading Digital Transformation with Voice-Based Technology in Insurance

·         How are voice-based services gaining traction in the insurance industry
·         Acquiring predictive and prescriptive customer insights from data to drive business outcomes
·         Making advancements in digital innovation through ‘conversations’ with smart machines

4:50 pm - 5:00 pm Chairman’s Closing Remarks & End of Conference