• WHERE
    Virtual

    WHEN
    Thursday to Friday
    Aug 19 to 20, 2021

James Mesbur

Senior Manager, Conversational AI, Rakuten Group, Inc.

James Mesbur is the Senior Manager of Conversational AI in AIPD. He has 2 decades of experience in speech recognition technology, voice user experience, AI products and solutions, leadership and evangelization. His team has over 30 Conversational AI solutions in production right now, supporting a broad range of Rakuten businesses, including e-Commerce, Bank, Securities, Travel, Mobile, and more. James promotes a hyper-data-driven approach to design, balancing business goals with the end-user experience. He is consultative and solution-focused, with an emphasis on building trust and long-term relationships with customers, stressing the ongoing tuning and improvement cycle, and starting small and growing incrementally over time. Prior to joining Rakuten, James was the Director of AI Solutions at Verint, with a focus on AIin the Call Center: automating experiences across all customer service touchpoints through Conversational AI.

All Sessions by James Mesbur

  • Day 2

    August 20, 2021

  • 12:15  - 13:00
    Most chatbot projects fail. In this session, we’ll first look at the standard approach that leads to the ‘typical’ chatbot you’ll encounter on many websites or mobile apps, and why it never works. Then, we’ll present the approach we use at Rakuten to ensure our chatbots provide real value to our businesses through natural, conversational experiences that empower customers to self-serve successfully. Finally, we’ll walk through a specific example of our Rakuten Mobile AI Assistant, show the steps we are taking to keep its performance high, improve its coverage over time, and measure its value to communicate back to the business.
    Data Science Platforms & Analytics




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James Mesbur