“We started small because the first thing they advise you with chatbots is: do not boil the ocean – you’ll drive yourself crazy! And that is absolutely correct.”
– Douglas Pamplin, BNY Mellon
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; he shares his thoughts on the best use cases for virtual assistants; and he explains why he’s nurturing a self-help culture within the organization.
Show notes, links and resources for this episode:
BNY Mellon’s Digital Workplace of the Year 2017 – why it won