Virtual Luncheon | The Next Gen Call Center using Chat Bot Technology | eWorldES | Joel Bongco (Technical PDU)
PMI Honolulu Hawaii Chapter Virtual Meeting
Title: The Next Generation Call Center using Chat Bot Technology
Speaker: Joel Bongco, VP and Chief Technology Officer, eWorldES
Date: Tuesday, May 17, 2022 | 12:00 Noon - 1:00pm Hawaii Time
eWorld developed a next generation call center solution for various Hawaii State agencies to effectively respond to the several thousand calls and inquiries agencies needed to handle during the Pandemic. The team started with a live Service Desk and extended the solution to Chatbots to handle volume and scale to support callers 24x7x365 to help answer caller questions.
Chatbot is a form of AI - a computer program that's designed to simulate human conversation. Users communicate with these tools using a chat interface, text or via voice, just like they would converse with another person.
Through this digital customer care solution, data is captured, which can be further analyzed and used to improve services to our callers with velocity and continuous improvement.
Learning Objectives: This event has the following learning objectives:
- Learn about a Next Generation Call Center Solution
- Learn how Chat Bot Technology was leveraged to address global challenges impacting Hawaii
Joel is Vice President and Chief Technology Officer at eWorld Enterprise Solutions. At eWorld, Joel guides state, local, and commercial organizations through technological change. For more than a decade now, he has led some of Hawaii’s largest IT projects.
Before eWorld, Joel was a Managing Director at International Network Services Pacific Rim in Singapore. He spearheaded the company’s Asia-Pacific operations. His reach was as far, spanning mainland China to New Zealand, as it was wide, serving clients such as Singapore Airlines, China Airlines, and Standard Chartered Bank. Before this, Joel managed the company’s offices in Northern and Southern California. Stateside, his clients included Qualcomm, Novartis, Cisco Systems, Intuit, and Sempra Energy.
Over the last thirty years in the IT industry, Joel has learned all great technological transformations come down to three simple things: people, processes, and technology. This is true for Silicon Valley and Manoa Valley all the same.
Event Information: Zoom information will be provided with your registration confirmation.
PMI Talent Triangle: This free webinar qualifies for 1 Technical PDU to be reported by PMIHNL for event-attending chapter members (no self-reporting needed).
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