Organizations can succeed or fail based on their ability to provide great service to their customers. For companies, customer service can be the differentiator that wins market share from competitors. For government organizations, citizen service is the critical link to ensure that people know about the programs that can benefit them, are given consistent, personalized, real-time advice — and to help people understand their obligations. So how is this about business rules? Studies show that most people prefer automated self-service, and yet most phone calls to contact centers are the result of failed self-service. Self-service most often fails due to organizations’ inability to document and implement complex business logic. In this session, Jasmine Lee will present an approach to modeling, testing and deploying natural language business rules. She will demonstrate an approach that empowers business owners to not only define their business needs, but also to rapidly deploy real systems that deliver modern, automated customer service. The presentation will include vignettes from both commercial and government organizations that have used this approach.