15 - 17 July, 2019 ǀ Swissotel, Sydney, NSW

Lindsay Whelan


Manager Quitline
Quitline Victoria

Conference Day One: Tuesday, 16th July 2019

Tuesday, July 16th, 2019


2:00 PM Driving Business Transformation through Chatbots & Artificial Intelligence

The Department of Education has taken a successful approach to internal and external customer facing chat bots. This session will explore:

  • Overview of chat bots & Artificial intelligence and lessons learnt from their integration in the public sector
  • Development of Virtual Training Assistant to assist with service delivery
  • Developing chat bot technology that is specific to everyday users
  • Practical takeaways to integrate this technology within your organisation

Conference Day Two: Wednesday, 17th July 2019

Wednesday, July 17th, 2019


11:40 AM Delivering an Omnichannel Customer Experience at Deakin University through Gaining an Understanding of Your Client Demographic

This session will explore the development of Deakin Universities prospective student enquires contact centre. Specifically:

  • Exploring the business case behind the decision to establish a call centre
  • Achieving a integrated solution to become omnichannel
  • Gaining an understanding of their demographic and how to contact them eg. Through live chat, email, text message
  • Exploring Deakins strategy for future growth

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

Download The Latest Agenda