Customer Contact Week Europe 2019
Speaker Information:

James Rolfe


Director of finance, resources & customer services
Enfield London Borough Council


11:00 AM Case study: Enhancing customer service with the UK government’s first Intelligent Virtual Assistant

It’s no surprise that public sector organisations look to reduce costs and simplify processes where possible; however what is also key to Enfield Council is optimising the customer experience. In this session you’ll hear how they are implementing an intelligent virtual assistant to optimise both internal and customer-facing processes. Learn from their initial successes and challenges how to:
  • Provide your virtual assistant with key information and processes to provide a foundation for future learning 
  • Govern your virtual assistant with a strict sign-off process to prevent learning corruption 
  • Identify if and where a process, or part of a process, is more suited to a human than your virtual assistant


Check out the incredible speaker line-up to see who will be joining James.

Download The Latest Agenda