CXtech – Canny Valley: New thinking on chatbots and robots in customer care
Nicola Strong, Managing Director, Strong Enterprises
Drawing on her work developing chatbots, plus research into the embodiment of human virtues in AI, Nicola’s presentation delivers insights into new ways that AI and autonomous systems can help support valued customers who might also be digitally-vulnerable members of society. Now, it’s generally accepted that customers are more open to chatting to both chatbots and humans during their purchasing experience. In this presentation she’ll focus on some of the more ‘empathic’ chatbots on the market, looking at their process, interactions, and how they might support and/or influence a customer’s buying decision.
Nicola is intrigued by authentic communication in digital spaces and how new technologies can enhance customer relationships. She is currently working on a series of projects building empathetic chatbots that embody human virtues and ethical guidelines. She advises companies on AI strategy, the use of augmented reality in customer service and learning through gamification. She has worked on the installation of large information systems for FTSE100 global companies and as a researcher for the Tomorrow’s Company Inquiry Team at the Royal Society for the encouragement of Arts, Manufactures and Commerce (RSA). She is a member of the British Computer Society, the Association for Business Psychology and the IFIP 9.5 Working Group on Virtuality and Society.