13apr1:50 PMThinkTank Zone 2: Designing the (Conversational) AI Experience with the Human Perspective1:50 PM
Mark Landry, Human Experience Activist, SmartAction
Patty Kleinfeldt, Director of Q&E, AAA National
A Top 25 Most Trusted Brand & Hollywood Screenwriter on Virtual Agents that Don’t Suck Join this session with an award-winning Hollywood screenwriter and AAA, one of the Top 25 Most
A Top 25 Most Trusted Brand & Hollywood Screenwriter on Virtual Agents that Don’t Suck
Join this session with an award-winning Hollywood screenwriter and AAA, one of the Top 25 Most Trusted Brands, who took their most critical CX – emergency roadside assistance – and handed it to an AI-powered virtual agent for voice and SMS self-service.
This interactive working session gets into the gritty details of designing conversation flows for a human-to-machine experience that rivals or exceeds live agents. Mark will do live “mockups” with audience members and step through the complex critical thinking required to determine if and where AI can fit.
(Tuesday) 1:50 PM
A Customer Engagement Leadership Council Member
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