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18th June David Callaghan

How we Developed Holly the Chatbot at Hermes Parcelnet to Deal with our Customers


David Callaghan, Hermes


 

Abstract

Hermes Parcelnet delivers over 300 million parcels every year. As part of that service customers can track parcels, change their safe place or divert to a neighbour. Given the scale of the operation, finding innovative ways to allow customers to quickly and easily track or update their preferences is vitally important as well as managing the load on the call centres. In this presentation David Callaghan, lead developer at Hermes ParcelNet, will demonstrate Holly the chatbot and share the development experiences, success and lessons learned of deploying a production customer chatbot to a large user base.

Speaker Biography

Senior Developer with Hermes, currently responsible for developing for/with Customer Service applications. I've been an active developer on the Chatbot project for Hermes for the last year and am an experienced developer with the ODA.