Recorded Webinar: The Role of Chatbots in the Contact Centre

Some view chatbots as the future of contact centre interactions while others view them as just another self-service option. But where does the hype end and reality begin?

In this webinar, we discussed how you can use this form of artificial intelligence (AI) to improve customer satisfaction, while we also alert you to the common implementation mistakes that many organisations make.

Agenda

• Introductions – Rachael Boynton, Call Centre Helper
• Neil Martin, The First Word

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• Mashud Ahmed, Puzzel

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Topics Discussed

• The future of the contact centre
• Practical implementation of AI
• Self-service
• When and when not to use chatbots
• Chatbot mistakes to avoid
• Top Tips from the audience
• Winning tip – “Allow agents to “train” and improve chat bots before releasing them in the wild.” thanks to Daniel16

Original Webinar date: April 2019

Panellists