25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
Matthew Sherwood, Lead Product Owner at IAG

Matthew Sherwood

Lead Product Owner

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

Download The Latest Agenda

Workshop Day: Wednesday, 26 February 2020

Wednesday, February 26th, 2020

9:00 AM Determining the Key Strategies IAG Employed to Implement and Upgrade Chatbots within the Contact Centre

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 leading minds behind the implementation of IAG’s chatbots across both the contact centre and wider business.

In this workshop, he will delve into the way chatbots and virtual systems are shifting traditional contact centre operations, and what this means for the changing patterns of agent engagement. Workshop participants will learn to effectively integrate this technology and improve the customer experience for a seamless conversation between the customer, chatbot and agent.

This workshop is designed for all Digital and CX professionals who are in the midst of either integrating, or considering the integration, of chatbots into their overall contact centre. 

  • Determine ways to improve staff training on more complex client interactions to improve customer experience
  • Creating a seamless omni experience within the customer’s digital journey through more advanced technologies
  • Utilising virtual agents that can mimic human behaviours through improved scripting to create a more humanistic chatbot