Conference Day Two: Friday 28 February 2020
Friday, February 28th, 2020
In 2018, Monash Connect and the ChatBot Experimentation Teams deployed ChatBots across key customer lifecycle events to manage transactional enquiry volumes. These bots held 11,000 conversations, were asked 24,000 questions and successfully answered over 85% of questions
Since then, the chatbot program has matured the University’s capabilities in the customer service space. Luciana Andriani will reveal how Monash Connect is now the organisation’s centre of excellence for self service, delivering chatbots across varying use cases for the broader organisation.
- Changing the culture of the contact centre to an engagement centre, through powerful conversations and collaborative problem solving
- Changing workplace culture through technology led programs
- How to progress from an experimental proof of concept to an enterprise solution in 2 years
- How to uplift and optimise chatbot capability and effectiveness.