Event Schedule

26 November 2024 DAY 1

Day 2
Day 2
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

REDEFINING CONVERSATIONS - HOW GENERATIVE AI IS REVOLUTIONIZING HUMAN-MACHINE INTERACTION

  • How generative AI differs from traditional conversational systems?
  • How generative AI enables personalized user experiences across different sectors?
  • How generative AI can simulate human-like empathy and emotional understanding?
10:45 – 11:30

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

  • Can Conversational-AI tailors’ 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

  • Industry Insights 1
  • Industry Insights 2
  • Industry Insights 3
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

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
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

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
14:20 – 14:40

REVOLUTIONIZING CUSTOMER INTERACTIONS - ENHANCING EFFICIENCY AND PERSONALIZATION IN MODERN CONTACT CENTERS

  • Leveraging AI and machine learning in ACD to optimize call routing enhances the customer experience by reducing wait times and improving first-contact resolution.
  • The impact of real-time call monitoring technology on contact center performance
  • The role of AI and analytics in providing live feedback and guidance to agents enabling Data-driven decision making through real-time insights
14:40 – 14:45

CLOSING REMARKS AND END OF DAY ONE

14:45 – 15:45

NETWORKING LUNCHEON

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27 November 2024 DAY 2

Day 1
Day 1
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 GOVERNMENT OF UAE

  • 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 enhance 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.
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NETWORKING AND COFFEE BREAK

11:50 – 12:20
12:20 – 12:50

FIRE SIDE CHAT | AUGMENTING CONTACT CENTRES THROUGH GEN AI & AUTOMATION

  • Enhancing customer engagement through personalized, real-time responses
  • 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

ORCHESTRATING CONVERSATIONAL-AI FROM A CUSTOMER SERVICE TOOL TO IMPROVING OPERATIONS, EMPLOYEE SATISFACTION, & ROI

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  • Using AI bots to handle repetitive tasks like data entry, scheduling, and basic customer inquiries
  • Ensuring round-the-clock availability for customer inquiries, enhancing satisfaction through instant responsiveness
  • Ensuring compatibility and interoperability with existing IT infrastructure and enterprise applications
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 enhance 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

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  • 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
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14:35 – 14:40

CLOSING REMARKS AND END OF THE SUMMIT

14:40 – 15:40

NETWORKING LUNCHEON