Recorded Webinar: The Role of Chatbots in the Contact Centre

Online conference webinar on the role of chatbots in the contact centre

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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

Neil Martin

The First Word

Mashud Ahmed

Puzzel

Rachael Trickey

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn