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Douglas Pamplin managed the rollout of BNY Mellon’s internal chatbot in July 2017. Since then, they have resolved more than 174,000 queries without the need for a human behind the help desk. How so? They started small; they identified the specifics that would simplify their processes and they perfected them.

Follow the conversation as Douglas tells us more about looking after 55,000 employees 24/7 and what’s next for BNY Mellon; shares his thoughts on the best use cases for virtual assistants; and explains why he’s nurturing the self-help culture within the organization.

Listen to Episode 40 – Chatbots: Why small is beautiful, with Douglas Pamplin

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The Digital Workplace Impact podcast explores the ideas, practices and people impacting the new digital worlds of work. For each episode Paul Miller, the Founder and CEO of Digital Workplace Group, meets interesting and inspiring people who are pushing digital boundaries.

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