Conversational automation at Swisscom with Yvonne Zgraggen

Yvonne Zgraggen is a Product Owner in the Data, Analytics and AI division at Swisscom, a major telco provider in Switzerland. With a background in computer linguistics, UX and conversation design, Yvonne has a wealth of experience that anyone working on conversational AI systems can learn from.Today, Yvonne joins us to share how Swisscom is approaching conversational process automation and top lessons learned from being a Product Owner for conversational applications.00:00 Introduction and presenting Unparsed event use VUXWORLD and save 50% or visit the Unparsed website and proceed to the checkout https://unparsedconf.com/discount/VUX...05:05 Welcome Yvonne07:22 Computer linguistics 08:40 Starting at Swisscom10:42 Early AI use cases13:39 Product Ownership 17:20 Balancing requirements 20:11 Stakeholder feature management22:30 Data & privacy 24:50 From conversation designer to product owner32:23 Educating stakeholders34:34 The new 'hype cycle': Chat GPT38:58 Automating business processes44:28 Conversational UI's47:28 Advice to conversational AI practitioners48:40 Outro Hosted on Acast. See acast.com/privacy for more information.