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Digital Workplace Impact investigates and explores the ideas, practices and people impacting the new digital worlds of work.
– 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:
Blog: BNY Mellon’s Digital Workplace of the Year 2017 – why it won
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