Chatbots: Why small is beautiful, with Douglas Pamplin

Hosted by


Paul Miller
Paul Miller is Chief Creative Officer and Founder of DWG, and has given many inspirational talks on the digital future of work, for Microsoft, IKEA, Google, Accenture and Harvard Business Review, and written three books. His latest book is Nature of Work – The new Story of Work for a Living Age


In his current role, Douglas ensures that BNY Mellon consistently delivers high-quality services to internal and external customers. Prior to this, Douglas held various senior roles in the transfer agency business, Shareowner Services.

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“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:
Blog: BNY Mellon’s Digital Workplace of the Year 2017 – why it won

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