Summit '19 Session spotlight: Designing the modern call center - Web Directions

Summit ’19 Session spotlight: Designing the modern call center

John Allsopp 26th September, 2019 @johnallsopp

As we countdown to our annual Summit ’19, our two day conference on all things product leadership, digital and product design, and front-end development, we’re highlighting great sessions you can expect there.

If you like what you see, then why not get along? It’s in Sydney on October 31 and November 1. With a carefully curated program that covers every aspect of delivering modern digital products, Web Directions Summit is the only conference for your entire product team.

Designing the modern call center

At Qantas, like many Australian companies, they’re are constantly looking for ways to allow customers to better self-serve their experience in their channel of choice. As part of a multi-year strategy focused on reducing long wait queues on the phone and empowering customers to solve all their queries in minimal time – we’ve helped design and develop a new way for customers to have a conversation with the most iconic Australian brand.

This isn’t just about building a basic chatbot or removing customer agents from the funnel. Oliver Maruda, Innovation Lead at Arq Group will take you through the steps and challenges in solving some of the most complex problems using AI, ensuring accuracy at scale, but most importantly, help you get started on a path of how you too can enable your brand to start having real conversations with your customers utilizing AI and handover to humans when appropriate.

Oliver Maruda

Oliver has always been drawn towards solving human problems using technology. Whether it’s mobile, social or now his core focus in AI/ML, Oliver is passionate about helping companies explore and build capabilities in new and emerging technologies.

His decade in product and innovation has helped both startups and corporates take advantage of the shift to customer centric products. As Innovation Lead at Arq Group, Oliver currently spends his time partnering with his clients to explore new data-driven solutions. Oliver is a regular speaker, startup mentor and panelist.

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Join us in 2019:

• Web Directions Code://remote 2020

  A global remote-only conference for JavaScript Developers and Front End Engineers.

  Exclusively Online September 2020

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• Web Directions Product://Remote Design & Management 2020

  A global remote-only conference–product design and product management.

  Exclusively Online November 2020

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• Web Directions Summit 2021

  A conference for the whole digital team–featuring product, design, front-end dev, and new people/talent/culture tracks.

  Sydney See you in 2021

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