Skip to main content

June 2-5
MGM Grand
Las Vegas

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice

Session: Customer Case Study

Botman vs. Super Agents. The Rise of a New Contact Centre at BT

Date and Location

June 4, 2019, 2:45PM - 3:30PM EDT
Chairman's Ballroom 357


  • Nicola Millard
    Head of Customer Insight and Futures
    British Telecom
With the advent of AI, Robotic Automation and virtual agents, the "fear of redundancy" in the contact center is a common concern among human agents within the customer service industry. But rather than pitting the villainous "Botmans" vs. the human hero "Super Agents", an alliance between these two sides that will ultimately benefit the customer should be the ultimate goal. In this session, Nicola Millard - Head of Customer Insight and Futures at British Telecom will explore how smart human agents plus smart technologies are better together than as adversaries.

Share this page Share via x Share via LinkedIn Copying...