HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 704: Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers?

Location: Room 318

Date: Friday, April 13

Time: 9:00am - 10:00am

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

Track: Service Desk Masters

Experience Level: Intermediate/Advanced

Organization Maturity: Evolving/Proactive, Immature/Reactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Everyone's talking about using chatbots to make customer support quicker, cheaper, and easier. But is your organization ready to embrace the bot? In this session, you'll assess how successful your organization is at the types of automated communication it's already using, whether customer-facing (e.g., IVR, web forms, or hold statements in live chat) or agent-facing (e.g., hot keys that retrieve knowledge base articles or email templates)—and from there we’ll determine if/how you can harness the power of the bot. Join us to find out how some support organizations are currently using bots and all the ways they can support a positive customer experience.