Chatbots: Why small is beautiful, with Douglas Pamplin

Hosted by

Featuring

Paul Miller
Paul Miller is Non-Executive Chairman and Founder of DWG. Also a writer and speaker on the digital future of work, he has given inspirational talks for Microsoft, IKEA, Google, Accenture and the IMF. His most recent book is Nature of Work – The new Story of Work for a Living Age

Featuring

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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