Technology - Virtual Showcase

Operating Conversational AI at Scale

Human Empathy + Conversational AI = Transformation, at Scale

7th September 2021 | 3:00pm - 4:30pm BST

In a world that has become increasingly digital and distant, brands are choosing to invite more customer contact, creating a deeper and more trusted relationship. This is where compassionate and trusted AI comes into the equation. Conversational AI is taking its place across the entire customer lifecycle, enabling businesses to create a personalised and engaging experience for every single consumer. Today, having a Conversational Strategy is no longer a nice to have, it is table stakes. Many businesses are still playing catch up; leading UK banking group NatWest has been scaling with Conversational AI for years.

Join LivePerson and NatWest as we explore how the group manages customer contact at scale in one AI-powered Conversational platform, with a cohesive model bringing together agents and bots, all channels and analytics tools, voice of customer, and conversational design. Alice Fryatt, Natwest Group’s Strategy & Transformation Manager will give you a behind-the-scenes look at their transformation journey, including how they have scaled operations to handle 42% of all customer contact (excluding branches) with AI-powered messaging, and the learnings along the way.

Meet the LivePerson experts running Conversational Design for the world’s biggest brands and hear first-hand how to get the identity, tone and timing of your conversations right! You’ll leave with the blueprint for how you can create and accelerate your own strategy, from conversational marketing to sales and service.

Discussion Topics

From anticipated dread to unexpected delight: driving towards relationships, rather than interactions
Human empathy + Conversational AI = transformation, at scale
Conversational design: Getting identity, tone and timing right
Driving revenue and reducing costs in a digital world
Increasing efficiency by moving away from outdated technology


Thought Leader
Alice Fryatt Strategy & Transformation Manager, NatWest Group

Event Agenda

7th September 2021 | 3:00pm - 4:30pm BST

  1. 3:00pm - 3:05pm

    Welcome and Opening

  2. 3:05pm - 3:20pm

    Human Empathy + Conversational AI = Transformation, at Scale

  3. 3:20pm - 3:40pm

    A Spotlight on NatWest

    • Alice Fryatt, Strategy & Transformation Manager, NatWest
  4. 3:40pm - 4:05pm

    Interactive Audience Q&A Session

  5. 4:05pm - 4:15pm

    Conversational Design: Identity, Tone & Timing – How to Get it Right!

  6. 4:15pm - 4:20pm

    Closing remarks

About LivePerson

LivePerson makes life easier for people and brands everywhere through trusted conversational AI. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI, at scale, and… Find out more
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