Workshop: Virtual Assistant & Robotic Process Automation - 11th July 2019

Date: 11th July 2019

Time: 1- 5PM followed by drinks

Location: 12th Floor, 110 Southwark St, London, SE1 0SU


13:00 – Registration and welcome

13:30 – Use Cases

14:30 - Optimising your VA and content strategies supported by BGL case study

15:00 – Coffee Break

15:15 – Open Discussion

16:00 -  RPA

16:30 – Ask the experts

17:00 -  Finish and drinks

This free workshop will take attendees on a journey, starting with identification of use cases and success criteria, through to the design and ongoing optimisation of Virtual Assistant and automation programmes.

Who should attend?

  • Anybody looking to harness the power of automated customer service
  • Anyone with responsibility for their digital transformation strategy
  • Business leaders who are looking to use automation tools to deliver customer service cost reductions
  • Ideal for managers and operational service leaders with a passion for delivering effortless customer experience

What you will learn

The basics:

  • The value of introducing automation into your contact centre – practical applications, success stories, ways it can be used
  • How to structure user-centred conversations
  • Selecting the right channel at the right time
  • Automating queries – from simple ‘what is my balance’ questions – to data collection and robotic process automation

Why the Virtual Assistant is an operational - not a technical - solution

  • How to train out new skills and capabilities
  • Develop your VA’s knowledge by teaching it new things
  • Help your VA to skilfully control the conversation by understanding where visitors drop off

Practical considerations:

  • How to secure investment – creating the business case
  • How to set quantified success factors
  • How to evaluate the performance of your automation solution

If you want to find out more about Virtual Assistant & Robotic Process Automation, visit our website.


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Also, take a look at our other workshops here