Event Schedule

25 February 2025 DAY 1

Jump to Day 2 Agenda
Jump to Day 2 Agenda
09:00 – 10:00

REGISTRATION & WELCOME COFFEE

10:00 – 10:05

OPENING NOTE BY THE CHAIRPERSON

10:05 – 10:25

TRANSFORMING PUBLIC SERVICES - THE ROLE OF CONVERSATIONAL-AI IN UAE'S SMART GOVERNMENT VISION

  • Automation of administrative processes such as form submissions, appointment scheduling, and document requests
  • Automation of routine tasks reduces the workload on government employees
  • 24/7 availability for answering citizen queries
10:25 – 10:45

NEW-AGE CPaaS & CCaaS SOLUTIONS - AN OMNICHANNEL SUPPORT FOUNDATION FOR A FUTURISTIC CONTACT CENTER

  • Using customer data and analytics for personalized interactions and avoiding content generification
  • Implementing queuing systems and intelligent call routing to optimize resource allocation and reduced wait times
  • Integrating multiple channels to bridge customer insights and help businesses deliver seamless experiences?
10:45 – 11:30

PANEL DISCUSSION | IMPROVING CUSTOMER EXPERIENCE AND SECURITY - SIGNIFICANCE OF CONVERSATIONAL-AI IN FINANCIAL SERVICES INDUSTRY

  • Can Conversational-AI tailor interactions to individual customer preferences and behaviors?
  • Reducing wait times and improving first-contact resolution rates
  • Ensuring customer data privacy with end-to-end encryption during interactions
11:30 – 12:00

INNOVATION SESSION

  • Revolutionizing Customer Service with AI-Powered Omnichannel Strategies: Operational Impact and Future Trends
  • Real-time speech to speech technology
12:00 – 12:30

NETWORKING AND COFFEE BREAK

12:30 – 13:00

FIRE SIDE CHAT | REDEFINING PATIENT ENGAGEMENT - THE ROLE OF CONVERSATIONAL-AI IN TRANSFORMING HEALTHCARE DELIVERY AND ACCESSIBILITY

  • The role of AI-driven chatbots in answering patient queries, sending medication reminders, and providing personalized health tips
  • How AI-powered chatbots are automating administrative tasks such as scheduling appointments, processing insurance claims, and reducing wait times?
  • Emerging trends, such as AI integration with wearables, telemedicine, and remote monitoring systems
13:00 – 13:20

ENABLING ACCESSIBILITY WITH THE JOINT POWER OF ARTIFICIAL AND HUMAN INTELLIGENCE

  • Combining AI’s efficiency with human empathy for more personalized support
  • AI-powered tools such as screen readers, voice recognition, and predictive text
  • Collaborative approach ensures comprehensive and effective problem resolution
13:20 – 14:00

PANEL DISCUSSION | REVOLUTIONIZING CUSTOMER EXPERIENCE IN RETAIL & E-COMMERCE - HOW CONVERSATIONAL-AI IS SHAPING PERSONALIZED AND SEAMLESS SUPPORT?

  • How Conversational-AI enables retailers to deliver tailored product recommendations, personalized promotions, and support based on individual customer behavior and preferences?
  • Integrating Conversational-AI across multiple channels (e.g., website, mobile apps, social media, messaging platforms) to provide consistent and seamless customer support
  • How AI-driven analytics can help brands anticipate customer needs and optimize the shopping experience?
14:00 – 14:20

AUTOMATED SPEECH RECOGNITION - THE FUTURE OF CONVERSATIONAL-AI AND ITS TECHNICAL FRONTIERS

  • Increasing integration into consumer devices like smartphones, smart speakers, and home automation systems
  • Growing demand for voice-activated technologies in everyday life
  • Expansion of the speech recognition market with new and innovative applications
14:20 – 14:40

CUSTOMER SERVICE IN VIRTUAL REALMS & METAVERSE – THE RISE OF AVATAR-BASED VIRTUAL CONTACT CENTRES

  • Implement virtual contact centers that operate around the clock, providing instant support
  • Ensure seamless integration between traditional customer service channels and virtual environments
  • Allow customers to switch between avatars and text/chat interactions as needed
14:40 – 14:45

CLOSING REMARKS AND END OF DAY ONE

14:45 – 15:45

NETWORKING LUNCHEON

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26 February 2025 DAY 2

Jump to Day 1 Agenda
Jump to Day 1 Agenda
09:00 – 10:00

REGISTRATION & WELCOME COFFEE

10:00 – 10:05

OPENING NOTE BY THE CHAIRPERSON

10:05 – 10:25

FROM DATA-DRIVEN TO AI-DRIVEN - THE FUTURE OF INSIGHTS FOR THE PUBLIC SECTOR

  • Using AI to optimize the allocation and utilization of government resources
  • Encouraging the adoption of AI technologies in various sectors
  • Predicting service demand to optimize government operations and reduce wait times
10:25 – 10:45

THE FUTURE OF CUSTOMER EXPERIENCE - HOW UNIFIED-CXM AND CCAAS ARE REDEFINING CONTACT CENTERS?

  • The role of Unified-CXM in creating seamless, omnichannel customer journeys
  • How CCaaS enhances scalability, flexibility, and cost efficiency in contact centers?
  • Providing consistent and personalized experiences across multiple touchpoints

PANEL DISCUSSION | HOW CONVERSATIONAL-AI IS REVOLUTIONIZING LOYALTY AND FUELING BUSINESS GROWTH ACROSS INDUSTRIES?

  • Utilizing Conversational-AI to deliver customized recommendations, offers, and content tailored to individual customer preferences and behavior
  • The impact of AI on reducing customer wait times and improving resolution rates across various industries
  • Integrating Conversational -AI across multiple touchpoints (e.g., web, mobile, social media) to provide a seamless and consistent customer experience
10:45 – 11:30
11:30 – 11:50

HARNESSING THE POWER OF LARGE LANGUAGE MODELS (LLMS) - TRANSFORMING CONTACT CENTERS WITH GENERATIVE AI

  • The integration of LLMs into customer support for more human-like and efficient conversations.
  • How LLMs are improving response accuracy, personalization, and customer satisfaction.
  • The impact of LLMs on automating complex queries, reducing wait times, and enhancing overall contact center performance.

NETWORKING AND COFFEE BREAK

11:50 – 12:20
12:20 – 12:50

FIRE SIDE CHAT | IMPLEMENTING OMNICHANNEL COMMUNICATION FOR ENHANCED CUSTOMER EXPERIENCE

  • Use a unified platform to integrate communication channels (email, chat, social media, etc.).
  • AI-driven suggestions for handling complex queries and resolving issues faster
  • Using GenAI to analyze customer sentiment in real-time during interactions
12:50 – 13:10

LEVERAGING ARTIFICIAL INTELLIGENCE FOR PREDICTIVE CUSTOMER INSIGHTS IN CLOUD CONTACT CENTERS

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  • Aggregate data from multiple sources (CRM, chat logs, social media) for comprehensive insights
  • Use AI algorithms to analyze customer data and segment them based on behavior, preferences, and demographics
  • Tailor communications and services to different customer segments
13:10 – 13:55

PANEL DISCUSSION | ENHANCING EFFICIENCY AND PERSONALIZATION IN MODERN CONTACT CENTERS

  • Leveraging AI and machine learning in ACD to optimize call routing
  • How ACD enhances the customer experience by reducing wait times and improving first-contact resolution?
  • Real-world examples of ACD implementation and its impact on contact center performance
13:55 – 14:15

BUILDING TRUST AND TRANSPARENCY IN CONVERSATIONAL-AI - TECHNICAL CHALLENGES AND SOLUTIONS

  • The imperative of ethics and responsible practices in AI
  • Trust-building strategies in AI deployments
  • Fostering consumer confidence through transparent AI practices
14:15 – 14:35

REAL-TIME TRANSCRIPTIONS AND CAPTIONS - TRANSFORMING ACCESSIBILITY AND COMMUNICATION IN THE DIGITAL AGE

  • The technology behind real-time transcription and captioning systems
  • Enhancing accessibility for individuals with hearing impairments and non-native speakers
  • Case studies showcasing the impact of real-time captions in education, meetings, and media
14:35 – 14:40

CLOSING REMARKS AND END OF THE SUMMIT

14:40 – 15:40

NETWORKING LUNCHEON