Free Online Event | 22 - 24 June, 2021
Day Two
9:00 am - 9:45 am
EST
Improving Quality Assurance in the Contact Center with Artificial Intelligence
Jafar Syed -
SVP and Chief Growth Officer,
Uniphore
Businesses today are looking to monitor and analyze their customer-agent interactions to ensure optimum efficiency in the contact center however quality assurance is impossible to examine manually when receiving large volumes of calls. In this session, discover how AI-driven intelligence can allow businesses to:
- Optimize the entire conversation with AI, Natural Language Processing (NLP) and RPA
- Understand the customer’s ‘real voice’ and offer quick & efficient self-service options
- Transform agents’ performance by automating mandatory tasks
Sponsored by: Uniphore
10:00 am - 10:45 am
EST
Automating your Microsoft Applications with RPA
Keith Fuller -
Technical Consultant,
HelpSystems
Whether it’s monitoring your Outlook inbox, uploading files to SharePoint, or compiling data in Excel, you spend a lot of time in Microsoft applications. Many businesses rely on Office 365 software to generate, process, manage or deliver spreadsheets, correspondence, and other business-related documents. Think of the hours you could save across your entire company if you could complete many of these tasks without manual intervention.
- Integrate and automate Excel file processing to streamline data entry and validation
- Generate and distribute Word documents to save time for sales and customer service teams
- Integrate with Microsoft Exchange and Active Directory to streamline tedious tasks
- Automate file and data transfers to happen seamlessly as files become available for publishing
Sponsored by: Help Systems
11:00 am - 11:45 am
EST
How a Leading Insurance Provider Built an End-to-end Process Map with AI
Erik Goelz -
VP of Marketing,
Skan.ai
Christian Berg - VP of Product Management, Skan.ai
A leading insurance provider needed to develop an end-to-end view of their short term disability claims process, and identify data-driven opportunities to optimize that process. In this session, discover how process intelligence leveraging computer vision enabled this insurer to:
- Develop a continuous, comprehensive view of their digital processes within weeks
- Identify high potential automation opportunities, as well as opportunities for process redesign, employee training and the introduction of new digital tools
- Quickly implement and evaluate the impact of these process interventions on process efficiency, customer satisfaction, and more
Sponsored by: Skan.ai
12:00 pm - 12:45 pm
EST
Panel discussion: Enabling Citizen Developers and Process Engineers to Automate Workflows At Scale
Omid Aslani -
Director, Commercial Product Management,
Kofax
Bart Groenewoud - Head of IT Robotics Center of Excellence, Rabobank
Dorothy Vankoughnet, CPA CMA - Information Technology Consultant, Gray Box Solutions
Matt Holocher - Senior Solutions Architect, Kofax
While businesses are capitalising on digital technologies to disrupt their established models, we’re now seeing more teammates wanting to be a part of the digital transformation efforts, however not all will have the right skills. In this panel discussion, with a financial institution and a logistics company, discover how low code allows sufficient controls for developers to collaborate with citizen developers to bring about a scalable solution.
- Reducing the barrier to entry, cost and time to deployment, with low-code citizen developers
- Design from scratch, customize applications while ensuring performance or functionality
- Developing and evolving applications faster for quick wins and return on investment
Sponsored by: Kofax
