- The 1st of its kind event had John Chambers as its keynote speaker with Umesh Sachdev
- CEOs of leading enterprises participated in the panel discussions on the impact of conversational AI in delivering superior Customer Service
Speaking during the fireside chat, Umesh Sachdev, Co-founder and CEO, Uniphore Software Systems, said “We are beginning to see enterprises realise voice is the next interface. As the leaders in the space of conversational AI, we are thinking about what is going to be the best adaptation of this across different markets and user groups. Five years from now, we want to completely disrupt and dominate the new customer service experience that any industry or any consumer might want.
“Conversational AI is at an inflection point with speech analytics, AI technologies, real time processing capabilities, automation through conversational bots, and voice biometrics all coming together to deliver superior customer experience and drive business outcomes,” he added.
John Chambers, former CEO and Executive Chairman of Cisco and CEO of JC2 Ventures said, “I believe that Uniphore has the potential to lead the customer experience sector and emerge as a role model in the enterprise segment. Voice is going to be the dominant user interface of the future and when you integrate it with AI, you have a combination that can completely change not only the customer experience, but a market at-large.”
The event started with a keynote fireside chat between John Chambers and Umesh Sachdev, moderated by Sukumar Ranganathan, national editor of Hindustan Times. The summit also had two panel discussions. The first one was on ‘Impact of Conversational AI on Enterprises’ moderated by Leslie D’Monte, National Technology Editor of Mint, and panelists included Kalidas Ghose - CEO, FE Credit, Tarun Chugh - MD & CEO, Bajaj Allianz Life, Ashish Srivastava - CEO, PNB MetLife, Ernest Leung - Head of Sales Management- WM, BNP Paribas. The second panel discussion was on ‘CX Impact through Conversational AI’ moderated by Manoj Menon, Senior Business Partner, Frost & Sullivan, where the panelists were Shankar Mummaneni, Vice President & Practice Leader - Genpact, Harsh Vinayak - SVP, NTT Data, Pranay Anand - Director, Customer Experience, Dimension Data Asia Pacific Pvt Ltd, Ravi Saraogi, Co-founder & APAC President, Uniphore.
The total available market for Conversational AI and analytics is estimated to be around 20 billion US Dollars. Conversational analytics, which is AI solving an unsolved problem, is a $5-6 billion opportunity globally. The conversational assistant, which is the automation opportunity, is much larger, at $30 billion.
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