Yvonne Zgraggen is a Product Owner in the Data, Analytics and AI division at Swisscom, a major telco provider in Switzerland. With a background in computer linguistics, UX and conversation design, Yvonne has a wealth of experience that anyone working on conversational AI systems can learn from.

Today, Yvonne joins us to share how Swisscom is approaching conversational process automation and top lessons learned from being a Product Owner for conversational applications.

00:00 Introduction and presenting Unparsed event use VUXWORLD and save 50% or visit the Unparsed website and proceed to the checkout https://unparsedconf.com/discount/VUX...

05:05 Welcome Yvonne

07:22 Computer linguistics

08:40 Starting at Swisscom

10:42 Early AI use cases

13:39 Product Ownership

17:20 Balancing requirements

20:11 Stakeholder feature management

22:30 Data & privacy

24:50 From conversation designer to product owner

32:23 Educating stakeholders

34:34 The new 'hype cycle': Chat GPT

38:58 Automating business processes

44:28 Conversational UI's

47:28 Advice to conversational AI practitioners

48:40 Outro

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