13 - 14 August, 2019 | Novotel Sydney on Darling Harbour, Sydney, NSW

Conference Day Two: Wednesday, 14 August 2019

8:30 am - 9:00 am Coffee And Registration

9:00 am - 9:10 am Conference Opening – Remarks from the Conference Chairperson

Zackery Thomas, Principal Policy Officer, Policy Lab, Digital Government Policy and Innovation at NSW Department of Customer Service

Zackery Thomas

Principal Policy Officer, Policy Lab, Digital Government Policy and Innovation
NSW Department of Customer Service

9:10 am - 9:50 am JOINT PLENARY - KEYNOTE: How CBA Are Leveraging Data Science And AI Capabilities To Continuously Better Customer Experience

CBA are leading the way with innovations in the AI space. Their Customer Engagement Engine is testament to this, using complex data science to build capabilities which are bolstering fraud prevention, operations and customer experience.

In this session Dan shares his expertise on the customer centric thinking behind the data science work being done and the ethical implications of working with AI for both customer and company.

- Building the Customer Engagement Engine to analyse next best conversations: what does this engine mean for customers
- How the CEE can be simultaneously leveraged to better fraud prevention
- Three critical stages to ensuring your use of AI is ethical:
  • Acting ethically
  • measuring the ethical action : explaining the AI involved
Dan Jermyn, Head of Data Science at Commonwealth Bank Australia

Dan Jermyn

Head of Data Science
Commonwealth Bank Australia

Interactive Group Discussions

In this session you will have the opportunity to deep dive into two of the following topics. Each 30 minute session will be led by a subject matter expert- who will facilitate an opportunity to compare and contrast your experiences and thoughts with a small group of your peers.


9:50 am - 10:50 am The Ethical Use Of AI In Enterprise
Artificial intelligence and machine learning involve the use of huge amounts of data. How data is handled and the analytics work which is necessary to leverage such automation must include consideration of what is in the customer’s interest: Where is the value? And what would be inappropriate use of data? In this session the ethical considerations which must be made when implementing AI initiatives in business will be discussed.

Mick Pullen

Head of Data Science
Macquarie Bank


9:50 am - 10:50 am How to successfully integrate AI into business priorities and gain leadership empathy with the benefits of transformation
In this session, Mike will lead a discussion around techniques for aligning with leadership priorities when embarking on new AI initiatives. Gaining leadership understanding and advocacy can mean the difference between receiving funding and achieving success. Communicating the value of their work and negotiating priorities is therefore key for the AI practitioner.
Mike Lee, Chief Data Officer at Boral

Mike Lee

Chief Data Officer


9:50 am - 10:50 am Addressing Reasoning and Data Fallacies that Underpin AI Decision-Making
This session will bring awareness to consensus data and to rethink how data will be used as self-learning machines add an extra layer of complexity that users are often unable to break down. How can we reduce discrimination bias in the algorithms and overcome issues of basic assumptions made by machines?

Neil Fraser, Director of Data Science & Analytics at James Cook University

Neil Fraser

Director of Data Science & Analytics
James Cook University


9:50 am - 10:50 am Attracting and Retaining Data Science Talent
Join this discussion to explore the capabilities required to accelerate data innovation in organisations and how to train existing as well as new staff with the skills they need to succeed in an data-focussed future?

Pon Ravsong, Senior Manager Data Science at ASIC

Pon Ravsong

Senior Manager Data Science

10:50 am - 11:20 am MORNING TEA

11:20 am - 12:00 pm Leveraging Predictive Analytics to Understand Student Learning Environments and Improve Future Education

With data playing a central part in understand human behaviour, the Education sector can apply AI to gain insight into student learning patterns and improve their allocation of resources and provide the best learning environments for students. Prof. Fang Chen is a thought leader in AI and data science with an international reputation for transforming industries with innovative research and data-driven solutions. With over 20+ years experience working Intel, Motorola, NICTA, CSIRO and now at UTS, Prof. Fang will share her insights on her current project on leveraging AI to understand student interaction in the classroom. In this session, understand how AI is:

  • Used to analyse the interaction between students and subject material to determine how and what students are learning
  • Guiding better use of resource allocation for the university and provide best learning environment for students
  • Developing new insights into the future demands of the workforce and address skills shortages and mismatches
Fang Chen, Executive Director Data Science, Distinguished Professor at University of Technology, Sydney

Fang Chen

Executive Director Data Science, Distinguished Professor
University of Technology, Sydney

12:00 pm - 12:40 pm How the NSW Department of Finance is Driving Ethical AI Adoption through a User-Driven AI Ethics Framework

As AI continues to take the centre stage for innovation, so does the conversation on policy and the role of the Government. For the NSW Department of Finance, service delivery is at the heart of their business and ensuring there is an AI Ethics Framework is at their primary focus to guide ethical outcomes and a sustainable future for work as they plan their AI growth strategy. Specifically, DSFI will bring policy owners and users together to co-design and test solutions to ensure they meet user needs. The team at NSW Department of Finance is currently piloting a project that will bring together policy makers and researchers to build an effective framework for the ethical use of AI.

  • The mission of the Policy Lab is to bring a human-centred design approach to the development of public policy in NSW, starting with digital policy
  • Developing a whole-of-NSW Government policy framework to guide the adoption of AI, machine learning, and automated decisionmaking technologies to ensure ethical outcomes, transparency, and accountability
  • Partnerships with a number of independent, not-for-profit researchers at Gradient Institute along with a spectrum of potential government users of AI
Siew Lee SEOW, Senior Policy Officer, Policy Lab, Digital Government Policy and Innovation at NSW Department of Customer Service

Siew Lee SEOW

Senior Policy Officer, Policy Lab, Digital Government Policy and Innovation
NSW Department of Customer Service

12:40 pm - 1:40 pm NETWORKING LUNCH BREAK

1:40 pm - 2:20 pm INTERNATIONAL CASE STUDY: Encouraging Self-Care and Rehabilitation in Senior Healthcare Patients With Voice- Activated Chatbot

The underlying issue that underpinned Tamsin’s research team at the ISS to focus on integrated care between patients and the community hospitals was the social isolation and recurring patient admissions. The pilot project began with placing Amazon Alexa, an AI device in their homes and links the patient’s care plan of the hospital, enabling care providers to have a shared view of the patient’s status without the need for 24-hour monitoring and care.

Tamsin will draw on her 20+ years of international experience in delivering change and transformational programmes as well as social innovation practices, to share her insights on improving the coordination of the care given and received within the healthcare sector:

  • Role of AI to nudge patient behaviour and selfcare to reduce the likeliness of re-admitting into the hospital
  • Addressing challenges around digital connectivity in the senior population and voice recognition capabilities in AI
  • Educating the public sector and citizens to improve understanding and engagement of emerging tools and technologies
Tamsin Greulich-Smith, Chief of Smart Health Leadership Centre at Institute of Systems & Science, National University of Singapore

Tamsin Greulich-Smith

Chief of Smart Health Leadership Centre
Institute of Systems & Science, National University of Singapore

2:20 pm - 3:00 pm AI IN PRACTICE: Leveraging Natural Language Processing and Image Recognition: Streamlining Feedback, Lost Property and Image Processing at Transport for NSW

Having launched an NLP chatbot in multiple channels, Transport for NSW now turns their focus on new avenues to leverage AI for handling customer feedback, lost property and image processing in addition to increasing personalisation of the Transport Bot. In this session, Dennis will discuss:

  • Applying natural language processing (NLP) to auto categorise feedback and provide improved reporting
  • Applying image recognition to streamline manual processes such as lost property information capture, triage feedback, and track maintenance
  • How the Transport Bot is becoming more personalised
Dennis Chan, Manager, Customer Experience Technologies at Transport for NSW

Dennis Chan

Manager, Customer Experience Technologies
Transport for NSW

3:00 pm - 3:30 pm AFTERNOON TEA

3:30 pm - 4:10 pm JOINT PLENARY: Proof of Concept – Use of AI for Text Recognition at Energy Safe Victoria

At Energy Safe Victoria, there is a growing number of potentially unsafe electric appliances listings on online selling platforms. To address this, the team had developed an audit targeting mechanism for cross-checking product descriptions (brand and model number) with Electrical Equipment Safety Scheme (EESS) database to ensure compliance with the Australian Safety Standard.

Join this session to gain insight into:
  • Utilising cloud computing services to achieve greater efficiencies
  • Shifting the mindset of the team to be more proactive in problem prevention
  • How their analytics system improved safety and monitoring of electrical appliances

Yuriy Onyshchuk

Chief Technology Officer
EnergySafe Victoria

4:10 pm - 4:50 pm JOINT PLENARY: ATO Case Study: A Strategic Approach to Adopting AI for Service Delivery

Embracing AI brings a range of opportunities, growth, excitement and challenges in large data rich organisations like the Australian Taxation Office (ATO). Due to the rising demand, it is imperative to deploy AI into such enterprises - needing executive support to cultivate a framework and an appropriate culture, and investing in IT infrastructure and the right talent.

  • Highlighting data-driven service delivery at ATO, its empowerment through AI, reviewing current AI practice and its future potential
  • Methods for adapting existing AI capabilities and acquiring new for enhancing quality service delivery
  • Deploying AI – learnings on our journey from proof of concepts, development stages through to production and deployment
Dr Nandita Sharma, Director - AI & Data Science at Australian Taxation Office

Dr Nandita Sharma

Director - AI & Data Science
Australian Taxation Office