12 - 13 February, 2020
| Novotel Singapore on Stevens, Singapore, Singapore
Conference Day 2
8:00 am - 8:50 am
Morning Refreshment and Registration
8:50 am - 9:00 am
Opening Remarks from Conference Chairperson
Wilson Ang -
Director - Digital Services Lab,
Infocomm Media Development Authority of Singapore
Wilson Ang
Director - Digital Services LabInfocomm Media Development Authority of Singapore
HARNESSING AI FOR BETTER CUSTOMER INSIGHTS AND SERVICE
9:00 am - 9:30 am
Case Study: Utilising Timibot to Drive Customer Insights Within Alibaba’s Retail Business
Yang Kan -
Regional Head, Data Intelligence,
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
9:30 am - 10:00 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.
· Strategies in selecting architectural design and technical solution
· Overcoming challenges in the digital journey
· Leveraging AI to discover customer segments by their behavior and profiles, for re-marketing
10:00 am - 10:30 am
Data in Digital Transformation: What Are the Concerns Related to Open Data?
Andy Waroma -
Asia Director,
European Cloud Alliance
Many industries are going through a digital transformation and artificial intelligence (AI) is a key driver of it. It is changing the way businesses and developers think about innovation, and it will deeply transform our lives. The availability of open data is critical to achieve AI breakthroughs.
· Regulatory and non-regulatory challenges that are obstructing data sharing, and therefore stifling innovation
· Ways to make progress in data sharing by addressing concerns related to open data and privacy
· The need to bring the digital policy agenda forward to unleash the potential of AI
10:30 am - 11:10 am
Morning Refreshments and Networking Break
11:10 am - 12:00 pm
Panel: Delivering the Perfect AI-Driven Customer Experience: Understanding What’s Possible Today and Tomorrow
Johnson Poh -
Head, Group Enterprise Artificial Intelligence,
UOB Group
Dr. Stephen Chan - Chief Medical Informatics Officer, Woodlands Health Campus
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
12:00 pm - 12:40 pm
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
12:40 pm - 1:40 pm
Networking Lunch
Interactive Roundtable Discussions
ROUNDTABLE E
1:40 pm - 3:00 pm How AI Fits Into an Enterprise’s Digital Transformation Plan Venkatesh Subbaraman - Regional Chief Operating Officer, ANZ Banking Group· How are enterprises leveraging on AI technologies in conjunction with RPA to drive operational excellence
· How best to create synergies between different generations of technology
· Ways to replicate the success in other processes to define future AI growth plan
ROUNDTABLE F
1:40 pm - 3:00 pm Harnessing AI-Powered Innovations to Deliver World-Class Service Dr. Stephen Chan - Chief Medical Informatics Officer, Woodlands Health Campus· How best to apply AI to structure insights-driven customer experience strategies
· The potential of AI in driving customer acquisition and retention
· Harnessing AI-powered automation to transform customer operations and service delivery
ROUNDTABLE G
1:40 pm - 3:00 pm Driving Continued Business Growth and Success Through Evidence-Based AI Strategies Simon Middleton - Head of Digital, Asia Pacific, PageGroup· Review lessons learnt from existing AI projects
· Evaluate project risks involved and ways to overcome them
· Ways to accelerate AI implementation in a sustainable manner
3:00 pm - 3:30 pm
Afternoon Refreshments & Networking Break
IMPROVING OPERATIONAL EXCELLENCE THROUGH AI
3:30 pm - 4:00 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
4:00 pm - 4:30 pm
Case Study: Leveraging AI to Drive Operational Excellence in Commodity Trade Capture
Peter Morrison -
Global Oil Devops Manager,
BP Singapore
· Optimising AI as the driver for change to address business problem and overcome the challenge of collecting a clean data set
· What are the measures of success
· The change in role and perception of IT as a result of the AI experiment
4:30 pm - 4:30 pm
Chairperson’s Closing Remarks & End of Conference
Wilson Ang -
Director - Digital Services Lab,
Infocomm Media Development Authority of Singapore
Wilson Ang
Director - Digital Services LabInfocomm Media Development Authority of Singapore
