20 - 20 October 2021

Conversational AI in Banking Summit Conversational AI in Banking Summit schedule

Conversational AI for Enterprise Summit



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  • CONVERSATIONAL AI FOR ENTERPRISE SUMMIT

  • Times in PDT

  • 08:00
    Sharon Chen

    WELCOME

    Sharon Chen - FinTech Strategy - EY

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    Sharon is a founding member of the FinTech team at EY. Based in London, she focuses on the European and global FinTech ecosystem, working across all financial services sectors and in particular on wealth and asset management innovation. She advises FinTech startups as they grow and scale, and supports incumbent financial institution as they invest, acquire and partner with startups. She was a member of the inaugural Money2020 RiseUp cohort, and has also been recognised in Innovate Finance’s Women in FinTech Powerlist.

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  • CONVERSATIONAL AI IN ENTERPRISE: CURRENT LANDSCAPE

  • 08:05
    Dominique Boucher

    Building a Virtual Assistant Factory

    Dominique Boucher - Chief Solutions Architect, Conversational AI Platform - National Bank of Canada

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    Building a Virtual Assistant Factory

    As Conversational AI applications gain traction in an organization, it is of paramount importance to put in place the right tools and processes to develop, deploy, and evolve virtual assistants in an efficient way. In this talk, we will share our experience building a virtual assistant factory to deploy chatbots at scale at NBC, without compromising on performance and customer experience.

    Key takeaways:

    • Deployment process needs to be aligned with DevOps best practices

    • Maintenance of conversational AI apps require care and education

    • Efficiency comes from tight collaboration with multiple teams

    Dominique Boucher is currently Chief Solutions Architect / Conversational AI at National Bank of Canada where he is responsible for the development of NBC's dialogue system platform from the technical side. His main interests revolve around the application of AI/machine learning techniques to complex business problems, and in the use of conversational interfaces to help optimize business processes in particular. Prior to that, he was the CTO of Nu Echo where he led the Omnichannel Innovations Lab, from both the business and R&D perspectives. He has been in the speech recognition and conversational AI industry for more than 20 years. He holds a PhD from the University of Montreal.

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  • 08:30
    Jeff "Susan" Ward

    Using Custom Model Ensembles to Improve Multi-domain Conversations

    Jeff "Susan" Ward - AI Speech Engineer - Deepgram

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    Using Custom Model Ensembles to Improve Multi-domain Conversations

    Conversations often cover multiple domains. Multilingual conversations, sales conversations switching to data entry information, and conversational AI with a multi-use case conversational flow are just a few examples where a conversation can switch wildly between domains within the same conversation. Customizing a single model helps, but using ensembles of targeted models instead of a single model can lead to even better performance.

    Key Takeaways:

    • What it takes to train several models

    • Show some simple code to combine several models

    • Results comparing a single trained model vs an ensemble of trained models

    Jeff "Susan" Ward is a Research Engineer at Deepgram, where for the past four years, he has been exploring and innovating technological solutions in the realm of automatic speech recognition. His work has focused on automating the entire training pipeline with the intent to enable rapid customization across a variety of ASR use cases. He also has experience in automatic alignment, transcript cleaning, large-scale data management, automated training, and model design. Before joining Deepgram, Susan earned his master's from the University of Edinburgh and his pilot wings from the US Navy.

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  • CASE STUDY: BANKING APPLICATION

  • 08:55
    Diana Mingels

    Conversational AI: Front Door to AI-FIRST Banking

    Diana Mingels - Senior Software Engineering Manager, Conversational AI - Capital One

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    Conversational AI: Front Door to AI-FIRST Banking

    In this talk I will discuss a holistic approach to getting the most out of your Conversational AI platform at a financial institution and putting it to work in a multitude of different areas, thus transforming banking as we know it into a new type of AI-First customer-centric Banking of the future. We will talk about the new financial landscape and how it reinforces the need for innovation in financial services, as well as how Conversational AI can help to proactively address the rising customer’s expectations for superior customer service and financial products across any channel.

    Key Takeaways:

    • Conversational AI will become the new face and image of banks.

    • Traditional banks need to accelerate their digital transformation and aggressively invest in AI with the goal of becoming AI-first institutions or risk of being outfoxed by a platoon of fintech’s.

    • High upfront investments will pay off, as Conversational AI can be put to work in a myriad of different areas within the company, all powered by standardized frameworks and core platforms.

    Diana Mingels is an Artificial Intelligence leader focusing mainly on Conversational AI technology and strategy. Currently she is head of the NLG and NLU departments at Capital One Bank, spearheading the ML and AI efforts for Eno, Capital One’s Intelligent Assistant.

    Diana has been involved in AI research and development for more than 14 years, throughout which she contributed extensively to various intelligent assistants that are leading the market today.

    Diana holds a M.A. in Natural Language Processing and Human Language Technology from the University of Wolverhampton and Universitat Autònoma de Barcelona, as well as a M.S. in Mathematical Linguistics from St. Petersburg State University.

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  • 09:20

    COFFEE BREAK & 1:1 NETWORKING

  • CONVERSATIONAL AI FOR ENTERPRISE: PROCESSING & RESPONSE

  • 09:30
    Jeroen Das

    Scaling Conversational AI – From Chatbot to Conversational Banking

    Jeroen Das - Product Owner Conversational AI & Chat - ABN AMRO Bank

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    Scaling Conversational AI – From Chatbot to Conversational Banking

    A few of the main challenges Product Owners face is how to balance the different interests, while growing your capability cross-business line and have your assistants embraced by your stakeholders. Jeroen will share some of his experiences at ABN AMRO of the last few years in dealing with those challenges.

    Key Takeaways:

    • Scaling Conversational AI contains much more than the platform itself, it also requires engagement (and patience) of the organization you work for.

    • Scaling means hard choices between enabling short term and long term value

    • If you want to reap the full benefits for your customers of Conversational AI, your organization needs to put it on the first place

    Jeroen currently works for over four years with the Conversational AI teams of ABN AMRO as Product Owner. Back in 2017, he started with three colleagues on a small experiment to learn how customers interact with a chatbot. Today it emerged into a Conversational AI platform hosting several digital assistants for multiple business lines. His core expertise is on scaling Conversational AI to enterprise-level, dealing with all the organizational stakeholders and customer adoption challenges coming with it.

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  • 09:55
    Mady Mantha

    Superior Conversational Customer Experience for the Enterprise

    Mady Mantha - Head of Evangelism - Rasa

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    Superior Conversational Customer Experience for the Enterprise

    Today’s customer experience is a maze that leaves customers and employees disengaged and disenchanted. This talk will show you how to design and deliver conversational customer experiences that drive value. We will touch upon Rasa’s conversational AI platform that allows companies to control their automation destiny, its NLU and ML-powered dialogue management that respond to customers’ evolving needs and constantly improve, and best practices that focus on successful adoption and high impact.

    Mady Mantha is Head of Product Marketing at Rasa where she is responsible for translating data into stories and strategies that help customers leverage and maximize the value they receive from conversational AI. She has years of experience building ML-driven products at startups and enterprises. Mady has a Bachelor of Science in Computer Science and Mathematics and a Masters in Business Administration (MBA).

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  • 10:20

    BREAKOUT SESSIONS: ROUNDTABLE DISCUSSIONS WITH SPEAKERS

  • 10:45

    COFFEE BREAK

  • 10:55

    PANEL: The Next Steps for Conversational AI in Banking

  • Niall Bellabarba

    Host

    Niall Bellabarba - FinTech Innovation Specialist - Deutsche Bank

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    Niall has an Electronic Engineering Masters from Nottingham University and an MBA from Oxford University. His career spans Technology Finance and Entrepreneurship. He has worked for big brands such as Barclays Global Investors and BlackRock and in the Consulting sphere for Deloitte and Alpha Financial Markets Consulting.

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  • Jamie Renehan

    Panelist

    Jamie Renehan - Senior Manager, Advanced Analytics - Bank of Ireland

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    Jamie Renehan is a Senior Analytics Manager, Professional Scrum Master and ACCA qualified accountant with 18 years experience across Financial Services, Data and Analytics using Agile Methodologies. Jamie leads the Advanced Analytics team at Bank of Ireland, working with rich Big Data sets using the latest Data Science & Analytics tools to provide actionable insights and recommendations to senior stakeholders, supporting data-driven business transformation.

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  • Geertina Hamstra

    Panelist

    Geertina Hamstra - Customer Journey Expert for Conversational AI - ING

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    Geertina Hamstra is a customer journey expert for conversational AI with 15 years of experience in chatbot development.

    She developed an expertise in conversation design, bot platforms and worked on chatbots for a variety of companies, such as: Talpa, Terre des Hommes, ABN AMRO, Rabobank and currently at ING Netherlands.

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  • Mattias Fras

    Panelist

    Mattias Fras - Group head of AI Hub - Nordea

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  • 11:30

    MAKE CONNECTIONS: MEET WITH ATTENDEES VIRTUALLY FOR 1:1 CONVERSATIONS & GROUP DISCUSSIONS

  • 12:00

    END OF SUMMIT

Conversational AI for Enterprise Summit

Conversational AI for Enterprise Summit

20 - 20 October 2021

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