Conversational automation at Swisscom with Yvonne Zgraggen

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
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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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