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Session 310: Bad Bots Panel

Jeff Toister (President , Toister Performance Solutions)

Location: Room 311

Date: Wednesday, April 11

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Reinventing The Customer Experience

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Most of us have heard about them, some of us have experienced them, yet none of us know the entirety of what Bots mean for the future of customer service. Will automation “kill” the customer experience, the need for support agents, or both? Is there a difference between a bad bot and a good bot? And, if so, what can organizations do to ensure that they’re using good bots to support positive customer experiences? In this panel, customer service thought leaders will discuss the evolution of automated service, best practice use cases, and the pitfalls to avoid when leveraging bots. If you’re exploring how to automate service, without leaving any bodies behind, this session is for you. (Panelists: Ian Aitchison,Roy Atkinson, Leslie O'Flahavan)