Roundtable Series Session 1: Digital Workers, Chatbots & Customer Service - Reality vs Aspiration
March 29, 2017
1:00 PM to 2:00 PM
What works, what doesn't and what organizations need for success
A survey of 100 information management professionals revealed that 51% are starting initiatives to leverage chatbots as part of their customer experience operations. Almost half of these adopters (21%) classify themselves as having rolled out a chatbots, and 9% say they are now using the conversation data to make process improvement decisions. The age of the Digital Worker is here. Any of us who experience a 20-minute wait time to talk to a customer service representative has thought: “I just want an answer to my question – why is this so hard?”. Enter the “bot” – also called chat bots, digital workers, robo assistants, intelligent virtual assistants and more.
In this, the first session in our 4-part Earley Executive Roundtable series on AI and chatbots, we will explore how organizations need to prepare for the digital worker and what they should expect as they enter the world of Chatbots. The hybrid workforce comprised of humans and bots is an inevitable part of customer experience. The session will cover the range of use cases, the daunting data management considerations, and the iterative steps to achieve business impact.