Revolutionizing Call Centers with AI: Intact Insurance’s Transformation Journey

Presentation's description:

In an age where every customer interaction counts, call centers play a
pivotal role in shaping brand perceptions. Join the team from Intact Insurance
as they delve deep into the transformational power of AI in revolutionizing
call center operations. Gain insights into Intact's Data Lab team's innovations
and explore the contemporary and future landscape of AI in call center
functionalities. Through a series of compelling use cases, discover how Intact
leverages AI tools to analyze call transcripts, uncovering trends, decoding
call reasons, gauging sentiment, and even evaluating silence durations for
enhanced coaching opportunities. Don't miss this deep dive into how AI is
redefining customer engagement and transforming the way we understand and serve
our customers.

Theebak's bio : 

Theebak
is an accomplished Data Science leader with extensive experience across
multiple industries, including Healthcare, Finance, Insurance, and Real Estate.
I have consistently driven successful AI initiatives by developing
comprehensive strategies, leading high-performing teams, and managing
end-to-end technical implementations. As a Data Science Manager at Intact
Insurance, he implemented ML models to optimize marketing and call center
operations. Prior to joining Intact, he worked at Sierra
Medical, developing groundbreaking early lung cancer detection
outperforming traditional methods, and Oliver Wyman as a Consultant
transforming insurance companies to implement AI strategy. He has a Master's in
Artificial Intelligence at Queen’s University and a Bachelor’s at the
University of Waterloo. 

Simon's bio : 

Simon
Desrochers is a senior AI business analyst at Intact's Data Lab. He is
responsible for establishing partnerships with universities, applied research
centres and startups to accelerate the Data Lab's innovative AI projects. Prior
to joining Intact, he worked as a senior research officer and DSP engineer on
speech processing and embedded ML projects and obtained a master’s degree in
applied sciences in electrical engineering from the University of Sherbrooke in
the field of digital audio signal processing.