Exploring Chatbots & Artificial Intelligence's Impact on Customer Service
Customer Service Deep Dive
May 22, 2019
Chatbot Product Owner Intuit
How TurboTax plans to make e-filing your taxes easier with Chatbots.
The TurboTax Digital Assistant achieved impressive results in a recently completed 6-month A/B test with the previous self-help experience of a search panel.
Significantly reduced the rate of support phone calls
Increased user engagement with self-help content
Showed potential to improve product conversion (start-to-file/pay)
Casey Phillips is the Product Owner for the TurboTax Digital Assistant, a chatbot designed to provide automated help and support to TurboTax users. His focus is on ensuring the TurboTax Digital Assistant accomplishes business goals and metrics including increasing user engagement with self-help content, reducing support calls and human contacts, and increasing product conversion. Casey's background is in product management, AI, technical writing and he has an MBA from Nothern Michigan University.
How Conversational Bots are Changing the Paradigm in Customer Service
Exploring the new paradigm
How customer's behaviors are changing
Top Insights from Google
Product Manager Google
Shantanu Misra is the Product Manager for Dialogflow which is the industry-leading platform for creating automated conversational agents with over 800,000 developers and top enterprises using it. Shantanu is part of the Google Cloud's AI team whose vision is to democratize AI and make it fast, easy and useful for customers and partners. Before joining Google, Shantanu was working with the Boston Consulting Group - advising clients across three regions - India, Singapore and Switzerland. Shantanu completed his MBA from Harvard Business School and his undergrad from Indian Institute of Technology, Kanpur.
Principal Scrum Ventures
How Retail and Consumer Experiences are
being Changed by Chatbots, Voice & AI
How chatbots are increasing sales and decreasing costs for e-commerce stores.
Common use cases for Bots in Retail
Voice's impact on the customer experience.