With the way technology has advanced over the years, contact centres have shifted away from the dial-tone IVR, looking for more extensive automation. According to Gartner, 25% of customer service and support operations will be integrating chatbot technology by 2020.
Implementing this technology allows contact centre agents to handle more complex enquiries, while chatbots and virtual agents can address simple customer interactions.
What Will This Workshop Cover:
Matthew Sherwood is one of the senior product minds operating in IAG, and has had various experiences including release of multiple big initiative CRM changes and re-inventing the way claims perform with the use of digital technology. Matt currently is focussing on re-imagining the experience of buying insurance.
Dealing with such uncertainty and constantly changing customer expectations, this session will focus on how to reduce the risk on launching a product that customers don't want or something that doesn't make business sense. The focus of these techniques will be on the implementation of chatbots and the strategies used here can be applicable to any other strategies that need to .
This workshop is designed for all Digital, CX or strategy professionals who are in the midst of either integrating, or considering the integration, of chatbots or another large initiative into their overall customer engagement experience.
Some of the lessons to be taken out of this workshop include:
- Understand what horizons are and how to integrate it into your Chatbot Strategy
- Understand how to draw out and the importance of assumptions in your strategy
- Actionable plan for an experiment to take validate one of your assumptions