Hoang Thai

Lead Data Scientist Energy Australia

Conference Day One: Wednesday, 26th February 2020

Wednesday, February 26th, 2020

11:30 AM Energy Australia Case Study: Integrating Machine Learning and AI into Existing Self- Service Platforms to Enhance Customer Experience

Delivering a 360 approach to enhance customer experience entails a complex, multi-channel supports system. In this session, Hoang shares his deep insights on leveraging intelligent features to bolster Energy Australia’s renewed customer value model. Deep-dive into the numerous factors that enable or inhibit a successful Intelligent Automation strategy.

Key Themes:
  • How Energy Australia is using Machine Learning to improve accuracy of delivering comparative analysis and managing complex variables
  • Rectifying process fragmentation to drive efficient processes and ultimately create a seamless customer experience
  • Leveraging predictive analytics to understand customer needs and deliver tailored product recommendations to customer’s month to month energy usages

12:00 PM RACQ Case Study: How RACQ is Bolstering its Intelligent Automation Program to Save More Than 13000 Hours of Handling Time

RACQ is leveraging AI and machine learning to drive their cognitive automation strategy and improve member experience. In this session, Suneth shares insights from his oversight over RACQ’s Innovation and Automation initiatives, which are uplifting service outcomes and growth, through upskilling their existing workforce to highervalue activites.

Key Themes:
  • NLP use cases, such as voice to text and voicebox, to reduce member request handling time and mobilise workforce to value-added activities
  • How RACQ is developing an Automation CoE to progress their Automation Strategy to identify member needs and provide consistent customer outcomes
  • Developing Attendant bots to improve quality of service and member satisfaction

Check out the incredible speaker line-up to see who will be joining Hoang.

Download The Latest Agenda