Recorded Webinar: The Role of Chatbots in the Contact Centre


Some view chatbots as the future of contact centre interactions while others view them as just another self-service option. But where does the hype end and reality begin?

In this webinar, we discussed how you can use this form of artificial intelligence (AI) to improve customer satisfaction, while we also alert you to the common implementation mistakes that many organisations make.


  • Introductions – Rachael Boynton, Call Centre Helper
  • Neil Martin, The First Word
Neil Martin Slides on can you make a chatbot sound real not robo?

Click here to view the slides

  • Mashud Ahmed, Puzzel
Mashud Ahmed Slides on the role of Chatbots in the contact centre

Click here to view the slides

Topics Discussed

  • The future of the contact centre
  • Practical implementation of AI
  • Self-service
  • When and when not to use chatbots
  • Chatbot mistakes to avoid
  • Top Tips from the audience
  • Winning tip – “Allow agents to “train” and improve chat bots before releasing them in the wild.” thanks to Daniel16

Original Webinar date: April 2019


Neil Martin - Headshot
Neil Martin
The First Word

Mashud Ahmed - Headshot
Mashud Ahmed

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 2nd Apr 2019 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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