This workshop will explore the importance of voice first experiences for the future of broadcast media (and why I decided to join the BBC). We’ll move on to look at how voice first will affect all businesses and provide practical tips on how to design and deliver voice first experiences in your organization. We will look at examples from BBC voice first experiences to illustrate some of the points.

Key Learnings

• Why voice first experiences are key to the future of broadcast media and the effect on all future customer experiences

• Practical tips on how to implement voice first experiences in your organization

• Approaches to design and delivery to ensure ongoing success

10:00-11:00

Daniel Whaley 

Senior Architect | Product, BBC

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Conversational copywriting is crucial to making bots more helpful, natural and persuasive when talking to users. In this workshop, you will learn principles from both psychology and copywriting to create better user experiences for chatbots and voice assistants.
We will discuss how to write for empathy and motivate your users, how to use the Bot Scorecard to evaluate your work, how to design a persona based on psychology, and how to design conversations for service, sales and persuasion, and managing emotions.
The principles you will learn in this workshop can be applied for both voice and chatbots. And they can be used on every conversational platform.

Key Learnings

• What to focus on when designing conversations

• How to use psychology to design a bot persona

• How to build a standard vocabulary

• How to motivate and influence users

• How to design for service, sales and persuasion

• How to deal with emotions

11:00-12:00

Advanced Conversation Design For Chatbots And Voice Assistants

Hans van Dam

Managing Director,  Robocopy.io

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Booking.com currently handles 1.4 million bookings every 24 hours with 25 million bookable rooms. At this scale, how do we make sure we provide our customers with fast and efficient answers to their questions? 
In this session, Phil and his team will share how Booking.com developed their virtual assistant that combines artificial intelligence with human support from customer service agents and accommodation partners.
They will talk in detail about how they started building the Booking Assistant at a time when no one understood conversational interfaces; how their perception of agile team delivery changed and the best ways to get design and machine learning work closely together to solve fundamental customer problems.

Key Learnings

• A background in how we started building the Booking Assistant to solve pragmatic customer needs without getting caught up in shiny technologies

• How to create a highly collaborative and iterative development environment suited to creating conversational interfaces for customer service

• Ways to bring design and machine learning closer together to enhance the customer experience

14:00-15:00

Conversational AI Demystified: Build Your Bot Live On Stage With Almost No Code

Sascha Wolter

Principal Technology Evangelist & Senior UX Consultant, Cognigy

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With the recent announcements of WhatsApp and Apple Business Business making their platform accessible for leading brands together with the huge uptake in the adoption of voice assistants, we are reaching the inflection point we’ve all been waiting for. It is now clearer than ever that natural language experiences, be it via voice, text or video, are going to change the daily lives of billions of consumers and employees around the world. 

Join Yoav Barel, Founder & CEO of Chatbot Summit, as he paints his vision for the market, provides an up to date macro market analysis, reveals interesting statistics and shares future trends. During his keynote, Yoav will provide invaluable insights backed by real-life success stories, of leading brands launching conversational experiences and of break-through startups developing the cutting edge technologies which would help advance our interaction with Technology through natural language.

Founder & CEO, Chatbot Summit

Yoav Barel

State of the Bots

09:20 - 09:40 | Opening Keynote

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AI – and particularly chatbots – are reaching an inflection point. Today’s chatbot technology is helping companies reimagine how they engage with customers -- all in an effort to create better experiences and long term loyalty.  The value is clear to businesses, but  are consumers bought in?  In this session, Amit will discuss where we are in the hype-cycle of chatbots, what’s holding back bots today, and what, we as an industry, need to do to continue moving forward.

CTO, Bold 360 by LogMeIn

Amit Ben

10:20 - 10:40 | Keynote

Manifest Destiny: Who Will Shape the Future of Chatbots?

Somewhere between $250M and $1B has been invested in chatbots in the past few years.  But has anyone in the world yet had a really compelling dialogue with a chatbot?  The results so far are, at best, “mixed.”  But that’s changing as we speak.  Advances in underlying technologies, access to better data sets, and the arrival of ever-better entrepreneurs, scientists, and engineers are about to crack this field wide open.  Investors are more excited than ever, and, as their perspectives have become more sophisticated, focus has gotten sharper.  Where are VCs most eager to invest in the coming twelve months?  Hear from top investors in the chatbot field to learn what is possible now and what’s right around the corner.

10:40 - 11:00 | Keynote

Michael Fertik

Investing In Bots

Founder & Managing Partner, Heroic Ventures

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11:00 - 11:20 | Keynote

Everything You Ever Wanted to Know About WhatsApp But Were Afraid to Ask 

Co-Founder & CTO, Smooch

Mike Gozzo

Co-Founder & CTO, Smooch

Mike Gozzo

Everything You Ever Wanted to Know About WhatsApp But Were Afraid to Ask 

11:00 - 11:20 | Keynote

For companies building a virtual agent for customer service, the critical question is: Which bot to build, and why? Today, most can’t answer it without a cumbersome, manual discovery process, largely based on anecdote and intuition, that uncovers only a percentage of opportunities for augmenting human agents with virtual ones that provide 24/7, non-queued service. In this session, learn how machine learning techniques can open that "black box" by unlocking insights about what those opportunities are.

11:20 - 11:40 | Keynote

A Data-Driven Approach To Building AI-Powered Virtual Agents

Ofer Ronen

General Manager, Chatbase

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