Dr. Nicola Millard

Head of Customer Insight & Futurology BT

CONFERENCE DAY TWO (14 NOVEMBER)

13:45 IS NON-FRAGMENTED CX POSSIBLE WITH CHATBOTS?

One of the most reoccurring challenges with chatbots is the extent to which they are able to live up to the expectations of being intelligent. What is a purpose of an intelligent assistant and what actually makes it intelligent? How do we develop an assistant that is aware and understanding of the user’s needs, and is able to deal with any scenario of conversation with ease?

Join Nicola to learn about how BT is working on creating a non-fragmented experience through chatbots and building a smooth transition between the right human and the machine in customer interactions. Moreover, you will hear about how technology is used to skill service agents and make interactions more meaningful.

Check out the incredible speaker line-up to see who will be joining Nicola.

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