Whether it’s inquiring about a strange charge on your bank statement or figuring out how soon your package will arrive, it’s pretty likely you’ve been helped by a chatbot in the past. They provide quick assistance, create a more efficient customer experience, save businesses money, and more. What’s not to love about chatbots?

If you’ve been wanting to learn more about chatbots or are curious to know how much of a difference they make, this event was curated just for you!

Joel Bongco, VP and CTO of eWorld Enterprise Solutions, leads a deep dive discussion on Google Cloud capabilities, particularly Dialogflow. He and his team of customer experience (CX) experts will share how they’ve leveraged Dialogflow while working on their own projects, and attendees will walk away with…

• A deeper understanding of Google Cloud and more specifically, Dialogflow.
• More knowledge about CX implementation, both best practices and lessons learned.
• A memory bank of success stories that illustrate Google Cloud’s capabilities.

This event will be especially helpful to IT managers, technical business analysts, developers, and those who have similar job responsibilities. However, professionals from all levels and all industries are welcome to attend.

Agenda

• Overview of Google AI
• Introduction to Google Dialogflow
• Discussion: Contact Center and Virtual Agents
• eWorld Enterprise Solution’s CX projects — E.g. Safe Travels, Department of Health (DOH) Vaccine Hotline, Pandemic Electronic Benefit Transfer (P-EBT) Call Center

Speakers

• Joel Bongco, VP and CTO of eWorld Enterprise Solutions
• Dean Ramos, CX Project Manager
• Garry Hwang, Senior CX Developer
• Ethan Chow, CX Developer

More about Chatbots

Chatbots (often referred to as “bots”) are computer programs that interact with users in a way that mimics a human conversation. The interaction can range from keyword-driven queries to elaborate digital assistants that learn and deliver increasing levels of personalization the more it interacts with users. Driven by Artificial Intelligence (AI), natural-language processing (NLP), and machine learning (ML), chatbots have the ability to process data and respond through voice, email, messaging, and text.

There are two types of chatbots:

• Rule-based chatbots: Chatbots that are guided by a series of pre-defined rules. The rules determine the types of use cases the chatbot recognizes and can deliver solutions for.
• Conversational AI chatbots: Chatbots that combine machine learning and NLP to understand the context and intent of a question prior to responding, then generate their own answers. The more these bots are utilized and trained, the more the bots learn and increase their personalization with the user.