Telstra, like many telecommunication and mobile phone providers, are experiencing a large influx on enquiries about services, restrictions and network strains, due to COVID-19. Due to isolation restrictions forcing people to work from home, internet and mobile networks have never been more strained. Nabil Datoo will address how he has been working on the development and expansion of their chatbot function, and how he plans to ensure this chatbot addresses the demand and strain their customer service functions are experiencing.

·        Understanding the solutions available to you, and which technology will integrate best with existing customer service technology.

·        Collaborating with industry peers, and utilising existing data to coordinate the information required for your chatbot to answer COVID-19 related questions.

·        Addressing the issue of personality, and utilising technology such as NLP to ensure your bot handles enquiries at a more personalised level.