Red Letter Day for Conversational AI and Customer Experience

Bangalore: The Conversational AI & Customer Experience Summit at Double Tree Suites by Hilton, Bangalore marked the achievements of Conversational AI technologies across business sectors. It continued for two days, 18^th &19^th where companies from various sectors took to the podium and presented the impact of their conversational AI systems for providing an enhanced customer experience. Few notable achievements which actually impacted consumer experience are FashionGPT by Myntra followed by the usage of Conversational AI by Banking and Insurance companies and last but not the least, the usage of AI systems for Health Insurance claims.

Myntra is definitely delving deeper in providing an enhanced consumer experience with tools like FashionGPT, Maya, and MyStylist. These tools are taking consumers through an interactive journey of fashion and trying to fulfill all their requirements. Through a presentation, Alok Kumar, UX Director, Myntra described how these tools have learnt the intricacies of consumer behavior and have successfully conversed with customers all along their fashion journey. At the same time, Myntra has also been able to engage sellers through automated systems where they can be aware of the latest industry trends and stock accordingly. “We are only trying to bridge the gap between the buyers and the sellers”, said, Alok Kumar.

This was followed by a presentation by Rajiv Gupta, President, PB Fintech on how conversational AI is disrupting the insurance sector and also helping consumers in faster health insurance claims. There are very typical problems faced by consumers regarding the claim of health insurance which is most of the times supervised by TPAs. Primarily, it is the time that patients have to spend during admission and discharge even in case of emergencies, waiting for the approval from the TPA. PB Fintech is planning on incorporating AI based systems which can eliminate this wait from patient’s life. Through automated reports, it will be able to send approval in a spec of time.

Many other key note speakers from companies like Google, Reliance Retail, Bandhan Bank, Apollo Hospitals and others took to the stage and described how conversational AI is changing the business ecosystem of the country.