VP - Customer Care Unit, Retail Banking Group
- Utilising chatbots for customer intent routing
- When bots go bad: Avoiding common implementation errors
- Machine or human? Do customers actually like using chatbots?
- Understanding when to deploy agents and when to deploy TTS (Text to Speech) in your customer journey
- Moving from IVR to an agent: How to ensure context and continuity in the transfer
- How to make customer data accessible across channels to ensure seamless experience continuity