Session 310: Bad Bots Panel

Wednesday, April 11 at 3:00 PM

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Most of us have heard about them, some of us have experienced them, yet none of us know the entirety of what Bots mean for the future of customer service. Will automation "kill" the customer experience, the need for support agents, or both? Is there a difference between a bad bot and a good bot? And, if so, what can organizations do to ensure that they're using good bots to support positive customer experiences? In this panel, customer service thought leaders will discuss the evolution of automated service, best practice use cases, and the pitfalls to avoid when leveraging bots. If you're exploring how to automate service, without leaving any bodies behind, this session is for you. (Panelists: Ian Aitchison,Roy Atkinson, Leslie O'Flahavan)

Jeff Toister

Toister Performance Solutions

Jeff Toister is a trainer, consultant, and author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Service. He has developed 17 training videos for LinkedIn Learning, and he is an ATD Certified Professional in Learning and Performance (CPLP). In 2017, Jeff was named one of the Top 25 Thought Leaders in Technical Support and Service Management by HDI.