Intelligent Assistants Conference London 2016 – Agenda & Presentations

Cgjg04RWwAAwStRIntelligent Assistants Conference London 2016 brought together executives and decision-makers to learn how intelligent virtual assistants are redefining digital commerce and customer care as enterprises introduce intelligent assistants to provide an engaging customer experience using natural language understanding, machine learning, and artificial intelligence.

This unique event was co-located with the Intelligent Authentication Conference, April 26-27 at the Grosvenor House in London, featuring interactive panel discussions and real-world case studies showcasing how multi-modal biometrics and seamless identity & verification strategies provide secure, personalized services for customers.

Below please find featured presentations of the core technology platforms and customer case studies from the likes of USAA, Virgin Media, Royal Dutch Shell, Ticketbis, Swedbank, MasterCard and MyWave.

[Note: See videos from all sessions of Intelligent Assistants Conference London 2016 on the Opus Research YouTube channel. For more information about future events, please contact Pete Headrick, [email protected], +1-415-904-7666]

Tuesday, April 26, 2016

1:15 PM – 2:00 PM
Opening Keynote: The Fourth Industrial Revolution
How Intelligent Assistants and Authentication are being combined in the Fourth Industrial revolution to create a new neural network all over the world replacing the browser and search. These intelligent agents will talk to each other, but who are they working for … an Orwellian world or a world where you are in control? Chatbots could become as annoying as pop-up ads if they are too simple and narrowly applied within industries or business silos, eventually becoming no better than an app.
Speaker: Geraldine McBride, Founder & CEO, MyWave
View Presentation

2:00 PM – 2:30 PM
Role of Security and Simplicity in Identity Verification
With MasterCard preparing for the roll out of MasterCard Identity Check, a multi-factor biometric authentication solution this summer, the Enterprise Security Solutions group will be sharing learnings from engaging around technology and consumer trials of the product. The talk will also consider the role of identity verification as part of a contextually aware multi-layered approach to security in an increasingly connected world.
Speaker: Raghav Malik, Product Advancement, Enterprise Security Solutions, MasterCard

3:00 PM – 3:15 PM
The Elements of Intelligent Assistance: Catalysts for Digital CX
Customers are taking control, and intelligent assistants enable them to do so in their own words. In this session, Opus Research’s top analysts unveil the latest version of the “Intelligent Assistant Landscape” and describe how contact centre elements, like speech analytics and knowledge management, are being integrated with speech recognition, natural language processing and automated chat to simplify the digital transformation of customer care and commerce.
Derek Top, Director of Research, Opus Research
Amy Stapleton, Analyst, Opus Research
View Presentation

3:15 PM – 3:45 PM
Personal Intelligent Assistants – Tools for Taking Control of our Digital Lives
Whether it’s Siri, Nina Mobile or a combination of Google’s natural language understanding capabilities, what can mobile subscribers expect from intelligent assistance? What does it take to develop and design a successful personal virtual assistant?
Wally Brill, Vice President and Chief Evangelist, MyWave
Ilya Gelfenbeyn, CEO & Co-Founder,

3:45 PM – 4:15 PM
Case Study: Swedbank
Swedbank, is one of the Nordics most highly-respected banks, have delivered the first phase of a bold transformation of their online web assistant. Swedbank’s virtual assistant is delivering a more human-like, conversational customer experience, benefiting both customers and agents alike.
Speaker: Martin Kedbäck, Channel Owner, Swedbank
View Presentation

4:15 PM – 5:00 PM
Executive Summit – Focus on the Enterprise
Whether it’s in a contact center or as part of a suite of collaboration resources and software, IA has the potential to enhance productivity and support efficient collaborations among individuals and customers.
Andy Peart, Chief Marketing Officer, Artificial Solutions
Seb Reeve, Director Product Management & Marketing EMEA, Nuance Communications
Chris Ezekiel, Founder & CEO, Creative Virtual
Martin Hill-Wilson, Founder, Brainfood Consulting

Wednesday, April 27, 2016

9:00 AM – 9:45 AM
Keynote: “This is Our Moonshot” – The USAA Experience Challenge
Top executives in customer engagement, innovation and emerging technologies at one of the world’s most respected financial services companies, USAA, describe how they provide both intelligent assistants and simple security to a highly-diverse and geographically dispersed member base. They catalog their challenges and invite all to join in defining solutions, software, platforms and protocols that will make large scale, Intelligent Assistance possible.
Speaker: Darrius Jones, AVP Enterprise Innovation, USAA
View Presentation

9:45 AM – 10:15 AM
Voice Authentication Success Stories
A presentation of global customer deployments demonstrating how voice biometrics offers an intuitive and personalized authentication process for customers. Brett Beranek, director of product strategy with Nuance, details real-world case studies of how voice authentication addresses multi-channel, customer service strategies, reduces costs, and meets tangible business objectives.
Speaker: Brett Beranek, Director of Product Strategy, Nuance Communications
View Presentation

10:45 AM – 11:15 AM
Case Study: Ticketbis
Ticketbis, a worldwide ticketing marketplace that supports the online transaction of tickets for a wide variety of events, has designed and implemented an Intelligent Assistant project to improve customer service experience.
Speaker: Andreia Ferreira, Live Chat Manager, Ticketbis
View Presentation

11:15 AM – 11:45 AM
Context for Conversational Commerce – How AI Supports IA
Siri, GoogleNow and Alexa are training people to communicate in full sentences, ask questions and try new things. Enterprise customer care platforms are expected to do the same. Two veteran enterprise customer experience executives explain how elements of artificial intelligence – including natural language understanding, semantic search and machine learning will fill the experience gap.
Sam Boyle, General Manager UK, Inbenta
Mark Hanson, Sr. Director and World Wide Head of the Cognitive Innovation Group, Nuance Communications

11:45 AM – 12:15 PM
Case Study: How Shell Changed the Face of Distributor Engagement
Shell Oil turned to Artificial Solutions to discover how sophisticated, human-like Digital Employees could transform their customer service. Learn why capabilities such as memory and personalization are so important to customer service and what made the transition to become multi-lingual, including Chinese and Russian, a relatively simple task.
Speaker: Mark Raynes, Technology Manager, Shell
View Presentation

1:30 PM – 2:00 PM
Case Study: Starting Your Cognitive Journey
Hear how Virgin Media Business is introducing Cognitive applications to help stay ahead of the competition, present services differently, train their people in the best way and present their services to match customers’ perception of the brand.
Che Smith, Head of Advanced Technology and Business Innovation, Virgin Media Business
Chris Sykes, Chief Executive & Founder, Volume
View Presentation

2:00 PM – 2:30 PM
Striking the “People Versus Machines” Balance
Under the Intelligent Assistance banner, computers are there to help, rather than replace individuals. Top platform providers recognize the need to keep people in the digital commerce equation. That means giving control of the conversation to individual prospects or customers, while retaining roles for friends, associates and subject matter experts to contribute their wisdom in the course of self-service activities.
Peter Behrend, Chief Technical Officer, Creative Virtual
Mikhail Naumov, Chief Strategy Officer, DigitalGenius
Bob Sullebarger, SVP, Sales Operations & Enablement, Interactions

2:45 PM – 3:15 PM
Achieving Digital Transformation with Intelligent Assistance
A moderated, interactive panel discussion on the opportunities for intelligent self-service in business processes and employee services. What problems do IAs solve for customers (end users) and for the customer experience professionals? What are the challenges facing system integrators and BPOs in selecting services in the critical path for real-time customer care?
Lee Beardmore, Vice President, Chief Technology Officer, Capgemini Business Services
David Cunningham, Chief Technology Officer, Atos

3:15 PM – 4:00 PM
How PhonePrinting Reduces Fraud and Impacts CX in the Contact
Recent research by the Financial Fraud Action UK (FFA UK) found that five million frauds occur every year across England and Wales, costing the UK around £24bn, up 92% in the last year. Customer Experience Foundation Chairman Morris Pentel and Pindrop’s Head of EMEA Research Dr. Nick Gaubitch will discuss how phoneprinting, digital footprints and intelligent authentication technologies can help contact centre agents reduce fraud and improve the customer experience.
Nick Gaubitch, Head of EMEA Research, Pindrop
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Morris Pentel, Chairman, Customer Experience Foundation
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4:00 PM – 4:30 PM
Closing Panel: Future of Secure, Multi-channel Intelligent Assistance
An interactive discussion, welcoming all opinions — will intelligent assistants truly improve customer experience? What are the challenges in delivering seamless identity & verification strategies to provide secure, personalized services for customers?
Brett Beranek, Director of Product Strategy, Nuance Communications
Martin Hill-Wilson, Founder, Brainfood Consulting
Matt Smallman, Director, SymNex Consulting
Dan Miller, Lead Analyst & Founder, Opus Research

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