Contact Center

October 17, 6:00pm PT, Maeve Room

AI for the Customer Interaction Lifecycle

The intersection of AI and Customer Service is one of the hottest topics being discusse. This session covers how to use AI throughout the lifecycle of a customer interaction. We'll walk you through: - How to build a stellar bot experience with a new Twilio product - How to incorporate machine learning to improve your routing performance with TaskRouter - How to use Google's Contact Center AI APIs to enhance agent productivity

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Fabio Cardenas

Sundown AI

Fabio Cardenas is a serial entrepreneur with extensive commercial experience and a passion for sales. Currently, he is the CEO of which provides AI solutions to reduce costs and automate repetitive tasks. He is an avid boater, has traveled to 60 countries, and dances Salsa. He holds an MBA from Columbia Business School and a BS in Biology from the University of Miami.

Adam Champy

Senior Product Manager

Adam Champy is a Senior Product Manager at Google leading Interactive AI for Google Cloud, including the Contact Center AI and Dialogflow products. He previously led AI-enabled Hardware, including Google Pixel Buds and the SDK powering the media experience on Google Home and Chromecast. Adam also led areas of DoubleClick's ad buying solutions, including DoubleClick Planning as well as audience measurement and targeting. Before Google, Adam worked as a consultant at The Boston Consulting Group and was an engineer at Analog Devices with a focus on inertial sensing chips. Adam earned a Bachelors and a Masters degrees from MIT in Computer Science and Electrical Engineering and an MBA from The Wharton School of the University of Pennsylvania.

Chris Kendall

Solutions Architect Technical PM

Chris has been involved in many aspects of the communications industry, spanning embedded systems, video conferencing and large-scale contact center solutions. Now as a Twilio Solutions Architect, Chris draws on his domain expertise to help customers leverage cloud and power their communications through APIs.

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