Everyone’s talking about using bots to make customer care quicker, cheaper, and easier. But is your organization ready to use bots well? Can you create a good bot that will support a positive customer experience, or will your bot be novel but annoying, or worse?

Join customer service writing expert Leslie O’Flahavan for a workshop that will help you decide whether you’re ready to launch a bot. Leslie will:

• Review how some customer care organizations are using bots now;
• Discuss how some bots are damaging the personal connection we’ve worked to build with customers;
• Help you evaluate how good your organization is at any type of automated communication: IVR, web forms, or hold statements, etc.

Event Highlights

• Review real-world examples of customer service bots
• Understand bots as a communication tool, not as technology choice
• Take the “Are We Bot-Ready?” quiz and analyze your results
• Networking with your DC-area peers
• Enjoy lunch!