Dennis Chan

Manager Customer Experience Technologies
Transport for NSW

Check out the incredible speaker line-up to see who will be joining Dennis.

Download The Latest Agenda

Conference Day Two: Wednesday, 14th August 2019

Wednesday, August 14th, 2019

9:50 AM CASE STUDY: Transport for NSW Continues to Boost Digital Experiences by Enhancing Voice-Activated Personalisation Through their Transport Bot

Transport NSW commuters have been fortunate to experience a digital first access to voice-activated information through their Real-time Intelligent Transport Assistant (RITA). RITA began as an interactive Chabot on Facebook Messenger and has now evolved to include not only real-time bus information but Opal voice activated balance top-ups in the home and frequently asked questions. Dennis will discuss the new features and Omni-channel experiences Bots can now deliver to enhance personalization and CX.

The transformation with Chatbots- What can the Bots does now?
Personalization and Automation- Strategy and service to integrate Bots into existing programs and channels
Launching a conversational designed Bot to amplify existing progress
Extending the value of Bots across the company