Curtis & Wyss

Conversational AI & Customer Experience Summit Prague

Keynote Speakers

Mary Yako

Conversational AI Specialist

Artificial Solutions

Andrea Orsag

Founder

MissionC

Florialb Buza

Head of Business Intelligence

IPKO Telecommunications

Silvia Calarco

Head of Partnerships

Will Media

Faris Biogradlic

Head of Growth

Paradox media

Alan Bruce

External Expert

European Commission

Kalle Heinonen

Senior Solutions Consultant

Adobe

Emilio Takas

Head of SEO

King Bet Media

Agenda

Here's what's scheduled for the event. All Times are in BST.

AGENDA, DAY ONE
09:00	REGISTRATION AND WELCOME COFFEE
09:30	OPENING ADDRESS FROM THE CHAIRMAN
09:40	THE FUTURE OF CONVERSATIONAL AI IN CUSTOMER SERVICE. Case study • Explore the current capabilities and limitations of Conversational AI in customer service. • Discuss the potential for AI to enhance agent productivity and improve issue resolution times. • Explore the integration of voice, text, and visual interfaces for a more comprehensive and intuitive customer experience.
10:20	SPEED NETWORKING Innovative approach to maximize networking capabilities through two minutes periods, where delegates can meet their peers and exchange business cards before rotating to the next company representative.
10:50	MORNING COFFEE AND NETWORKING BREAK
11:20	PERSONALIZATION AND HYPER-PERSONALIZATION WITH CONVERSATIONAL AI. Case study • Discuss how personalized interactions lead to improved customer satisfaction, loyalty, and higher conversion rates. • Explore the role of data in personalization efforts. • Discuss the importance of understanding user intent and context. • Discuss how machine learning and natural language processing (NLP) are used to analyse customer data and personalize interactions.
12:00	MEASURING THE ROI OF CONVERSATIONAL AI Case study • Discuss the key performance indicators (KPIs) and metrics that are most relevant for measuring the return on investment (ROI) of Conversational AI in customer service. • Explore methods for calculating the long-term value (LTV) of retained customers.
12:40	THE ETHICS OF CONVERSATIONAL AI IN CUSTOMER EXPERIENCE Case study • Explore the importance of transparency, fairness, and accountability in AI systems. • Transparency and Explain ability. • Discuss strategies for providing empathetic and responsible support. • Discuss how to use AI responsibly in tailoring customer experiences. • Explore methods for ensuring that AI systems remain aligned with ethical standards. • Explore the need for transparency in AI decision-making processes.
13:20	BUSINESS LUNCH
14:30	THE CHALLENGES OF MULTILINGUAL CONVERSATIONAL AI Case study • Translation Accuracy and Naturalness. • Discuss the challenges of avoiding cultural misunderstandings and inappropriate responses. • Explore automation and content localization strategies.
15:10	SECURITY AND PRIVACY IN CONVERSATIONAL AI Case study • Explore strategies for ensuring compliance when handling sensitive customer data. • Explore multi-factor authentication and user identity management. • Secure Integrations with Third-Party Services. • Explore encryption and storage practices for voice recordings. • Explore methods for providing explanations and transparency to users.
15:50	NETWORKING COFFEE BREAK
16:20	HUMAN-AI COLLABORATION IN CUSTOMER SUPPORT Case study • Discuss how AI is reshaping the roles and responsibilities of human customer support agents. • Discuss Hybrid Customer Service Models. • Discuss the challenges of AI in understanding and responding to human emotions.
17:00	PANEL DISCUSSION Explore the ethical dimensions of Conversational AI in this panel. Experts will tackle topics like fairness, transparency, privacy, and bias within AIdriven interactions. The discussion will delve into the challenges of eliminating discrimination, setting ethical developer guidelines, and ensuring AI accountability. Emphasis will be placed on diverse voices in AI development to foster ethical practices. Gain insights into the ethical complexities shaping Conversational AI.
17:30	CHAIRMAN’S CLOSING REMARKS AND END OF DAY ONE
17:40	COCKTAIL RECEPTION
AGENDA, DAY TWO
09:00	REGISTRATION AND WELCOME COFFEE
09:30	OPENING ADDRESS FROM THE CHAIRMAN
09:40	THE ROLE OF NATURAL LANGUAGE PROCESSING (NLP) IN IMPROVING CONVERSATIONAL AI Case study • Provide an overview of NLP and its significance in Conversational AI. • Explore the use of NLP for intent recognition, entity extraction, and sentiment analysis. • Discuss the importance of context in natural and coherent conversations.
10:20	NAVIGATING THE LEGAL ABYSS: THE IMPLICATIONS OF AI-MERGED CIVILIZATION FOR INTERNATIONAL LAW. Casy study: • Explore the impact of accent and dialect diversity on recognition accuracy. • Discuss advancements in handling multiple languages and domain-specific speech recognition. • Explore methods for ensuring data security and user consent. • Explore the use of voice biometrics and deep embeddings for authentication.
11:00	MORNING COFFEE AND NETWORKING BREAK
11:30	MANAGING CUSTOMER EXPECTATIONS Case study • Explore how unmet expectations can lead to dissatisfaction and churn. • Explore methods for gathering customer feedback and preferences. • Explore techniques for turning negative experiences into positive outcomes
12:10	DESIGNING CONVERSATIONAL AI FOR ACCESSIBILITY Case study • Explore the impact of accessibility on the overall user experience. • Discuss the role of text-to-speech (TTS) and speech-to-text (STT) technologies in making Conversational AI accessible.
12:50	BUSINESS LUNCH
14:00	LEGAL AND REGULATORY COMPLIANCE: IN THE CONTEXT OF CONVERSATIONAL AI Case study • Discuss consumer protection laws that govern advertising, marketing, and sales practices. • Explore how organizations can avoid infringing on intellectual property rights. • Discuss regulations related to e-commerce, online payments, and financial transactions.
14:40	CONTINUOUS MONITORING AND ADAPTATION Case study • Explore how changes in user behavior and technology can impact system performance. • Discuss the role of real-time analytics in monitoring Conversational AI interactions. • Discuss how adaptive learning and reinforcement learning can enable Conversational AI systems to improve over time.
15:20	NETWORKING COFFEE BREAK
15:50	PANEL DISCUSSION Discover the potential of Multimodal Conversational AI in this panel. Experts will discuss its applications, challenges, and the seamless integration of text, voice, images, and videos. Dive into how it's revolutionizing e-commerce, healthcare, education, and more. Learn how organizations can leverage multimodal technology for enhanced customer engagement.
16:20	CHAIRMAN’S CLOSING REMARKS AND END OF THE CONFERENCE

Venue

Venue: Prague, Czech Republic.

On behalf of Curtis & Wyss Group, it is a pleasure to invite you to participate at the Conversational AI & Customer Experience, summit scheduled on 29th February-1st March 2024 in an era where customer expectations are evolving at a staggering pace, businesses must adapt and embrace cutting-edge technologies to stay competitive. This summit is gateway to understand and harness the transformative power of Conversational AI to revolutionize customer interactions.

This premier B2B event provided a platform for industry experts, researchers, policymakers, CEO’s, and practitioners to come together and it’s an excellent opportunity to connect, collaborate, and exchange knowledge/ideas with fellow thought leaders in the Natural Language Processing and Machine Learning technologies and explore the multifaceted landscape Together, we'll unlock the full potential of Conversational AI and create a world where every interaction is an opportunity to delight. It is an honour and privilege to invite you to participate on this Conference. We look forward to welcoming you at the Conference in Prague, Czechia.

HIGHLIGHTS

AUDIENCE

INDUSTRIES