Nevein Nassef Baniamin

Head of Robotic Process Automation and Digitalisation Allianz Partners Australia

Conference Day Two: Thursday, 27th February 2020

Thursday, February 27th, 2020

12:30 PM Delivering Automated Customer Service to Improve Customer Outcomes and Drive Workforce Efficiency

Automation is widely recognised to drive significant cost efficiency and enable the human workforce to deliver higher value tasks. However, ensuring optimal customer uptake and satisfaction with automated service requires numerous considerations. In this session, Nevein shares her insights on Allianz’s self-service initiatives and uplifting customer service capabilities with automation and robotics. Specifically, she shares how to use automation to provide frictionless experience and effectively minimise human intervention.

Key Themes:
  • Delivering reliable and efficient digital customer support with tools, such as IVR to manage high volumes and uplift workforce efficiency
  • Redesigning the customer journey to improve customer uptake of self-service tools and digital assets
  • Future of chatbots and AI-integrated customer service to deliver intelligent and frictionless customer experience

2:00 PM Improving Customer Uptake for Automation

Join this session to drive customer-centric automation that successfully uplifts customer outcomes and satisfaction.

Key Themes:
  • Call digitalisation and chatbots to deliver frictionless customer experience
  • Improve customer uptake of self-service platforms by understanding customer needs
  • Design simplistic and easy-to-navigate self service tools

Check out the incredible speaker line-up to see who will be joining Nevein.

Download The Latest Agenda