Achieving high-quality customer experience and front-line assistance is the end goal for a chatbot. However, content plays an important role in delivering its success. Therefore, it is of no surprise that Andy Leong at FWD Insurance spent 15 months working on FAQs for 12 different products in his line-up. Simplicity is key, and this session will take us through the pain points and lessons learned on what could have been done differently.
· Achieve stakeholder expectations through managed ambition
· Identify scope: prioritisation and areas of focus
· Streamline processes and transform technological infrastructure to support agile initiatives