Building new-age contact centres with conversational AI

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Thursday, November 24th, 11:30 SGT

Contact Centre and IT leaders in Singapore are invited to join this roundtable luncheon on ‘Building new-age contact centres with conversational AI’.

An expert moderator will guide the knowledge-sharing event, stimulating discussion between participants in a closed, confidential environment. Attendance is by invitation only and complimentary.

Building new-age contact centres with conversational AI

What does customer satisfaction look like in the contact centre? It’s simple: your customers get the answers they need, through their preferred channel, in their preferred language, instantly. Long wait times, added stress, and poor reviews from customers are detrimental to the business.

DTMF and IVR-based customer service technologies have been the same for decades, and the pandemic exposed their shortcomings—the inability to handle exponential volume, support different channels, scale dynamically, or offer personalised services. Also, live agents are costly to train, operate, and retain. Even with fully trained agents, there are challenges of time to respond and quality of service.

Modern-age customers expect instant responses, self-service options on their preferred channels, and personalised services. However, legacy technology contact centres carry huge operational costs with no significant ROI. Companies cannot just rely on them and expect a miracle to meet their customers’ rapidly evolving needs. Changing times warrant a change in strategy and technology.

Gartner* predicts that 1 in 10 agent interactions will be automated with the help of conversational AI by 2026, thus reducing the agent labour cost by $80B. However, today, companies are only at the cusp of implementing intelligent automation for their contact centres, with strides towards conversational AI.


  • What are the major challenges contact centres are facing in recent times? What strategies and technologies are leaders exploring to address them?
  • What trends are shaping the future of the industry? What role will conversational AI play?
  • What are the capabilities you look for in conversational AI? How would you measure its success?

LeVeL33, SingaporeLeVel33, Singapore

8 Marina Blvd, #33 – 01, Singapore 018981 | Google Maps

The Ortus Club hosts knowledge-sharing discussions in the best private dining rooms in the world. These venues provide an elegant high-end atmosphere and impeccable table service.

Attended by:

VP & Head of Group IT and Digitalization at BW Group
VP of the AI Lab and Data Office at OCBC Bank
VP of Digital Transformation at OCBC Bank
AVP of Customer Relations at The Ascott Limited
AVP of IT (BI, Data Warehouse, ML/AI, Data Science, RPA) at IHH Healthcare
Head of Technology at ComfortDelGro
Senior Director of DHL Contact Center Services at DHL Supply Chain
Senior Director of Strategic Initiatives, Traveller Experience Operations at CWT
Director of Customer Success at ST Engineering iDirect, Inc.
Global General Manager B2B at dyson

For insight on this event, photos and guest interactions, see our post on LinkedIn.

11:30 AM: Arrival of guests and reception
12:00 PM: Welcome by The Ortus Club
12:05 PM: Short address from
12:15 PM: Discussion instigated by the moderator and continued by the group over lunch
1:15 PM: Discussion brought to a close and guests are encouraged to continue networking
2:00 PM: Guests normally start leaving

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Event Detail

Thursday, November 24, 2022 11:30

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