april, 2021

13apr1:50 PMThinkTank Zone 2: Designing the (Conversational) AI Experience with the Human Perspective1:50 PM Fab Facilitator: Mark Landry, Human Experience Activist, SmartAction
Patty Kleinfeldt, Director of Q&E, AAA National

Event Details

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.

Key Take-Aways:

    • Most important principles for human-centric design
    • Real-world examples showcased by AAA and others
    • Schematics of successful interactions
    • How data + business logic keeps virtual agents in their “swim lane”

Time

(Tuesday) 1:50 PM

Fab Facilitator

Mark Landry, Human Experience Activist, SmartAction

Speaker Link

Patty Kleinfeldt, Director of Q&E, AAA National

Speaker Link

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