The next generation of AI in customer experience: capturing the opportunity


23 April | 11:20 CST | Music City Center, Nashville

The transformative potential of AI in shaping the insurance customer journey is much debated. The key challenges are to separate hype from reality and translate hypothetical use cases into day-to-day operations.

This roundtable will unite experts in Digital, AI, CX and Transformation to unpack how insurers can best harness the power of AI in customer experience and go beyond the buzzwords to unlock genuine transformational potential.

What we will discuss:

  • How next-gen AI can “humanise” self-service automation
  • Strategies to empower agents to deliver better customer experiences
  • The CX potential of generative, multimodal, conversational and emotional AI

Welcome and participant introductions

Scene setter | CX transformation in the age of AI: building a roadmap

Discussion | Achieving next-gen CX: unleashing the power of AI

  • Where has digital proven successful and where are customers still craving the human touch?
  • Delivering empathetic CX: how can conversational and emotional AI lead the way?
  • The future of customer service: what is the potential for AI-powered chatbots and IVAs?
  • Text, image, sound: how is multimodal AI set to transform customer interactions?
  • Integrated channels: how can analytics optimise the flow of the customer journey?
  • Leveraging AI to unlock deeper customer insights: what are the most effective strategies?
  • Toward hyper-personalisation: what does this look like and what are the keys to success?

Closing remarks

(60 minutes)



Bipin Chadha, VP of Data Science, CSAA

CSAA logo

Dr. Bipin Chadha has over 25 years of experience in developing advanced analytics, AI, simulation, and optimization models to solve challenging business problems for a broad range of industries. As the VP of Data Science for CSAA Insurance Group, he leads the organization’s data office and is responsible for data governance, advanced analytics, and data science for the AAA insurer. He has helped establish and led data science practice at several organizations and has won several awards and patents for data visualization, AI models, and chatbots. With a recently published book on machine learning and over 50 papers in international conferences and journals, Bipin is frequently invited to speak at industry events. He received his PhD from Georgia Tech, a MS from Southern Illinois University, and a BE degree from IIT-Roorkee. Passionate about education, he enjoys teaching and mentoring students from diverse backgrounds.

Request an invitation

This roundtable is designed for senior figures working across insurance.

Fill in this form if you meet the above criteria and would like to participate in the discussion on 23 April. All invitation requests will be vetted and approved (or declined) by the organiser.

About Uniphore

Uniphore is one of the largest B2B AI-native companies – decades-proven, built-for-scale, and designed for the Enterprise. The company drives business outcomes, across multiple industry verticals, and the largest global deployments. Uniphore infuses AI into every part of the Enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI and Emotion AI and Workflow Automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video, text, and how to analyze all types of data. As AI becomes more powerful, every part of the Enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in service of creating the most human processes and experiences for customers and employees.

At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful platform that combines conversational AI, computer vision, emotion and tonal analysis, workflow automation, and RPA (Robotic Process Automation) workflow automation and RPA (Robotic Process Automation) with a business-user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.

Learn more here https://www.uniphore.com

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