In this session, PG&E shares their journey to transform their outdated legacy IVR into a conversational AI assistant using cutting edge technology and a new, strategic approach. The team will walk us through the entire process they followed, from inception to execution. They will review the resources, toolsets, scope, complexity, creativity, innovation and approach to create their Peggy Bot. They will also share their KPI performance before, during and after the project. Finally, they will openly discuss their lessons learned along the way. It’s a session you won’t want to miss!