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.
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
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.
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.
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