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2000 ways to ask

2,000 is this week’s Number of the Week.

“A bank in Australia came across almost 2,000 different ways for how people could ask for a bank balance. These were all programmed into their chatbot. You would think this query would be straightforward, but it takes time!”

David Naylor of Humanotics quoted in Call Centre Helper, this week.

I read that after a fascinating afternoon at Sitel‘s Newcastle contact centre discussing the Future of Customer Engagement with their guests, on Thursday. One of the themes that emerged was about the potential of new technologies, like bots, to improve customers’ experience – but only if implemented with thought and care. Just like the man says.

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