Mashud Ahmed is an Innovation Manager, working within Puzzel’s dedicated Innovation department. He is a key member of a team dedicated to building addons and integrations that extend Puzzel’s next generation cloud contact centre platform.

Prior to entering his current role he spent many years working as a Solution Architect, building significant experience in and understanding of the UK contact centre industry. He was responsible for designing and deploying some of Puzzel’s largest UK contact centre customers.

The increasing desire to deploy chatbots in customer interaction situations raises the new challenge of how to keep humans in the loop, a requirement in certain circumstances. As such interactions inevitably relate to complex and emotive issues, a smooth transition from the automated to the assisted customer dialogue is key. Drawing on our experiences, this presentation will consider the challenges and possible solutions for enabling and improving such seamless transitions.