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Thursday, August 20 • 11:00am - 12:30pm
Customer Comes First: How To Leverage AI And Web Technology To Serve

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These are extreme times. As people have moved to remote work and self isolation, most commerce has moved online. How can we leverage technology to empower customers and maintain a high degree of personalization and customer service in this new world?

One Customer, Many channels With One Nordstrom
Suguna Devarla
At Nordstrom, we strive to improve the customer experience across brands, and it’s a strategy to change the way we understand customer and how we leverage this knowledge to serve them better. We will discuss the architecture and high-level design flows for cross brand interactions and data flow to analytics platform. Finally, we will provide the outcomes and learnings on building performant API’s.

A Primer on AI Powered Conversational Experiences
Mamtha Banerjee

Walk through the core concepts of conversational experiences and chat bots using a real-world scenario. Understand how a bot interprets a customer’s conversation using intents, entities, training data and Natural Language Understanding (NLU). And how this interpretation of an intent results in invoking an associated action for the customer. This talk also reviews industry applications of chatbots sharing insights and best practices for audiences interested in adopting chatbot solutions for their business domains This session will serve as a primer for those who would like to understand both the basics as well as the applications of chatbots.

avatar for Sylvie Kadackal

Sylvie Kadackal

Senior Supportability PM, Microsoft
Sylvie a Senior Supportability Program Manager for Modern Workplace at Microsoft. She is responsible for gathering, analyzing, categorizing and presenting trending customers pain points. She builds customer facing solutions leveraging key learnings and insights from Machine learning... Read More →

avatar for Suguna Devarla

Suguna Devarla

Engineering Manager, Nordstrom
Suguna started her career as an engineer primarily working on back end service development in Java. Slowly she got into architecture role. A few years later, she joined as a manager for building customer orchestration services at Nordstrom. She has tremendous experience working on... Read More →
avatar for Mamtha Banerjee

Mamtha Banerjee

Sr Director Tech, Expedia
Mamtha Banerjee, a Tech entrepreneur, is currently Senior Director, Technology at Expedia Group, where she leads core applications and services for an intelligent conversation platform supporting millions of conversations. She is a startup enthusiast, a graduate of TechStars Seattle... Read More →
avatar for Ying Wories

Ying Wories

Principal Program Manager, Microsoft

Amber Plumb

Sr. Support Planner, Microsoft
avatar for Genevieve Quintin

Genevieve Quintin

Senior Supportability Program Manager, Microsoft
I listen, appreciate and love peoples strengths and passions which genuinely builds lasting relationships. I bring people together to unlock collaboration opportunities and get things done.I am a Senior Supportability Program Manager for Modern Workplace at Microsoft. I am responsible... Read More →

Thursday August 20, 2020 11:00am - 12:30pm PDT