Why Bots and Humans Should Collaborate to Transform Customer Engagement – AMA Boston Event
June 21 @ 6:00 pm - 8:00 pm
In today’s digital era, customers expect service within seconds – whether it’s calling AAA to rescue them or contacting patient access personnel to schedule an appointment or contacting a bank to pay their bill.
To enhance customer engagement and service, it’s imperative for organizations to leverage artificial intelligence and empower its employees by giving them access to consistent, centralized information so they can respond with accurate answers to questions and concerns.
In fact, chatbots are key to delivering an omnichannel customer service experience, as they can understand voice, text and tone of inquiries and are designed to resolve basic customer service issues. The bots are also available 24×7 and can free up humans to focus on more complex and innovative programs. In short, bots and humans must collaborate seamlessly to transform user experience, while positively impacting a company’s bottom-line.
The panelists will discuss:
- Why businesses, especially hospitals and healthcare institutions need to adopt AI to innovate
- Why bots won’t replace humans
- What competitive customer/member experience looks like
- Best practices
- Steps an organization can take to improve overall engagement and experience.
6:00 – 6:30 pm Networking/Light Refreshments
6:30 – 8:00 pm Panel Discussion
Head of North American Operation, Sr. V.P. and CMO, Panviva
Steve is obsessed with delivering excellent customer experience and making sure their needs are met and questions, answered — whether it’s the six businesses he built or a company he is working at. As the head of Paniva’s North America operation, Steve is focused on growing the company, ensuring the software is delivering value to customers and maintaining Panviva’s competitive edge.
In additional to being a life-long student and musician, Steve’s passion is learning about people’s ‘path-not-taken’ stories and helping them realize their dreams. He lives in New Hampshire with his wife and boys.
Chief Marketing Officer, Lionbridge
Jaime is a recognized leader in brand strategy, innovation, and digital experiences, having most recently served as the head of brand strategy and digital marketing at a top financial services company and led the relaunch of its brand. His previous positions at other financial services organizations include global head of content and digital distribution, in which he designed and built a suite of products and services powering more than 1,000 financial firms, media partners’ portals, and apps.
Vice President, State Street Corporation
Parna Sarkar-Basu is a corporate marketing strategist, and CEO of Brand and Buzz Marketing. Leveraging her two passions – technology and brand building – Parna humanizes corporate brands, builds thought leaders, simplifies the complex and creates industry buzz to elevate companies to new heights. She has been instrumental in propelling tech companies into innovation leaders in highly competitive markets, including robots, storage systems and enterprise software.
Recipient of multiple awards, Parna serves as a strategic advisor to entrepreneurs and executives in the U.S. and Europe, and works with them on a variety of initiatives, including corporate and product positioning, brand development, and market expansion. Parna has led marketing and communications functions for various global companies, including Kaminario, iRobot, iCorps Technologies, Invention Machine (acquired by IHS), Verivo Software (acquired by Appery) and PTC.
We look forward to seeing you there!