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How Omnichannel Virtual Assistants are Reducing Call Volumes by 50%

Muralidharan C.

Vice President Global
Partnership, Yellow.ai

Eric Hansen

Chief Information Officer, Waste Connections

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What will you learn?

Customer-centric digital transformation

  • Learn how Waste Connections, Canada adopts a mindset that puts the customer at the center and focuses on driving maximum value for their customers through their servcices.

Key focus areas of digital transformation

  • Where companies should focus their efforts when planning and executing a digital transformation strategy to build innovative and valuable experiences for customers.

Impact Trina – The Intelligent Virtual Assistant

  • How Trina, the Intelligent Virtual Assistant is improving customer service and bringing about a competitive advantage at Waste Connections

Muralidharan C.

SVP of Customer Success, Yellow.ai

Murali heads post sales teams at Yellow.ai, which includes delivery, support & adoption teams. He also leads training and developer community teams. Prior to Yellow.ai, he setup Accenture Ventures & Open Innovation in India, consulted enterprise APAC clients on Digital transformation & innovation, headed UiPath’s India & APAC strategy. He was also a member of IBM’s market development team.
Eric Hansen

Chief Information Officer, Waste Connections

Eric O. Hansen has been Senior Vice President – Chief Information Officer of WCI since February 1, 2019. From July 2004 to 2019, Mr. Hansen served as Vice President – Chief Information Officer of WCI. From January 2001 to July 2004, Mr. Hansen served as Vice President – Information Technology of WCI. From April 1998 to December 2000, Mr. Hansen served as Director of Management Information Systems of WCI. Mr. Hansen holds a B.S. degree from Portland State University.

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