25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Luciana Andriani, Group Manager, Monash Connect at Monash University

Luciana Andriani


Group Manager, Monash Connect
Monash University

Check out the incredible speaker line-up to see who will be joining Luciana.

Download The Latest Agenda

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020


1:10 PM Bringing Speed to Market and Driving a Culture of Change through Chatbot led Development

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.

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