28 - 29 August, 2018 | PARKROYAL Darling Harbour, Sydney, NSW

Dennis Chan


Manager, Customer Experience Technologies
Transport for NSW


1:50 PM CASE STUDY: Continuous Improvement of Bots at Transport for NSW to Increase Customer Experience and Personalise Engagement

This session discusses Transport for NSW’s deployment of their Chatbot RITA through multiple channels, including their website, Facebook Messenger, Twitter, Amazon Alexa and Google Home. Dennis Chan will discuss the hurdles they have overcome in this deployment of a Natural Language Processing Bot through multiple channels and will discuss their omnichannel bot strategy. Not only this, but Dennis will delve into the future of Chatbots and their continuous improvement model to provide Proactive Personalisation.

  • Analyse the Chatbot life cycle and ensure you have a framework for continuous improvement
  • Addressing the challenges that continuous improvement presents and how to overcome them
  • Best practice and lessons learned that can be used in your Chatbot deployment


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

Download The Latest Agenda