Summary: 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; shares his thoughts on the best use cases for virtual assistants; and explains why he’s nurturing the self-help culture within the organization. Featuring: Douglas Pamplin, Head of IT Service Desk, BNY Mellon Show notes, links and resources for this episode: BNY Mellon’s Digital Workplace of the Year 2017 – why it won: https://digitalworkplacegroup.com/2017/09/27/bny-mellons-digital-workplace-year-2017-won/
