When and how can leaders determine whether to build labor in house, with BPOs, or through a cloud infrastructure? In this talk, we’ll discuss how the business process outsourcing industry is evolving and where it will go from here. Panelists: Sam Lessin (Slow Ventures & Fin) Scott Moran (Go2Impact) Troy Astorino (Picnic Health)

A retrospective on what has changed in the last 12 months since our last gathering. What were some of the most impactful AAI innovations and how has the overall landscape evolved? Speaker: Sam Lessin

An evaluation of CRMs, Salesforce Service cloud, Airtable, Zapier, and more. What types of tools are needed, finally good enough to use, and over-hyped for setting up AAI systems? Panelists: Gerald Hastie (Masterclass) Joanne Chen (Foundation Capital) Mila Krivoruchko (Zoom) Peter Kuykendell (Mercari)

Robotic Process Automation is one area of AI that has proven real traction and product market fit, growing into a multi-billion dollar industry over the last ten years. RPA today is an oligopoly but how has the success of UIPath and Blue Prism opened doors and changed the public’s perspective towards tools for automation? Panelists: Niladri Panigrahi (V2Solutoins) Sagi Eliyahu (Tonkean)

Bots, chat services, and conversational commerce have fundamentally shifted the way people interact with brands and customer service teams. What is the hype cycle around these technologies and what kinds of next generation services are on the horizon? Panelists: Allen Lee (Symantec) Sam Lessin (Fin) Bethanie Maples (Stanford Human-Centered AI) Phil Gray (Interactions Corporation)

The pros and cons as big companies try to modernize vs. new companies spring up. Is it easier to build AAI from scratch or incorporate it into existing systems? Panelists: Amrish Singh (Metromile) Genevieve Wolff Jurvetson (Fetcher) Jessica Lessin (The Information) Russ Heddleston (DocSend)

The future of operational quality and efficiency in AAI will be supported by continuous process measurement and big data. Given the complexity of measuring hybrid human + machine systems, what are the different strategies for optimizing AAI, what has worked, and what hasn’t? Panelists: Alex Nucci (Blanket) Sam Lessin (Slow Ventures & Fin) Sami Ghoche (Forethought)

Fireside Chat with Amar Kendale from Livongo by The Fin Exploration Company