Research has shown us that empathy plays a main driver in how we perceive the customer service experience. Surprisingly, customers tend to give higher marks to brands based on emotion over ease and effectiveness of engagement.

According to Forrester, committing to empathy is easy; expressing it through brand and CX is hard. Only 53% of global firms believe that their customer experiences show empathy for the consumer.

Both our expert speakers will share perspectives on empathy in conversational interfaces.

Soul Machines will also share scaling empathy and the visual impact of Digital People along with the concept of the metaverse.

Andrew Ng’s collaboration Woebot will deep dive into healthcare and A/B testing and clinical trials

Event Schedule (EDT Time Zone):

5:30 PM Getting settled and Zoom joining

5:35 PM Bots and AI Kickoff – Translating a human experience to AI

5:45 PM Shantenu Agarwal – Solving real-world customer experience use cases with empathetic Digital People

6:00 PM Jose Lopez – Empathy is possible in chatbots plus running A/B testing and clinical trials with a chatbot

6:15 PM Q&A

Talk 1

Digital People can help scale this empathy throughout the customer experience. We will highlight a few examples across various industries where this has helped improve customer experience and talk about what is next as the concept of the Metaverse continues to grow.

Talk 2

Woebot will discuss how they run A/B experiments and implement them to run clinical trials in order to demonstrate efficacy and increase user engagement of a bot designed to treat mental disorders.

Mental disorders are a leading cause of disability worldwide and the number of patients in mental distress is continuously increasing, especially in our current pandemic situation. One of the major problems in mental health care is that there are far more patients in mental distress than the availability of mental health professionals to support them.

Woebot Health aims to address this caveat and make mental health radically accessible to everyone. For that, we have created a chatbot that delivers digital therapeutic treatments to fight depression and anxiety. Our bot is able to keep context, show empathy and even recall past conversations. Furthermore, our recent studies have shown that Woebot is able to connect and bond to the patients as effectively or more than classical therapists. To investigate the clinical applications of Woebot, we are currently undergoing a pivotal clinical trial to seek FDA approval. Recently, the FDA recognized our technological advance and awarded Woebot as a Breakthrough Device.

Speaker Bios:

Shantenu Agarwal, VP of A.I. & Ecosystems, Soul Machines

Shantenu Agarwal is the VP of AI & Ecosystem at Soul Machines. He recently was at IBM Watson where he built, launched, and grew new products since its inception and helped customers learn how A.I. will help their business and shape the future relationship with their customers. He has spoken about the future benefit of how A.I. will empower humanity at forums such as the World Economic Forum, the International Monetary Fund Youth Summit, and various industry conferences. Shantenu is an ardent supporter of the entrepreneurial community where he volunteers at a New York incubator helping nascent companies transition from biotech labs to companies and supports entrepreneurs globally through the Endeavor network. Shantenu graduated from the University of Pennsylvania with a degree in Bioengineering and Entrepreneurship and focus on A.I.

Jose Lopez, Sr. Software Engineer, Woebot Healthcare

Driven by his curiosity and passion for technology, Jose Lopez switched his work as Program Manager at Airbus Spain to study Technology Management at Carnegie Mellon University. After graduating, he started crafting customer service bots at Sutherland Labs in San Francisco. He is currently Senior Engineer at Woebot Healthcare.