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6/21/2018How to improve Agent Productivity &Customer ExperiencewithBots, RPA and AI?Forrester CXNYC 2018Kumaran Shanmuhan, VP SolutionsAgenda Challenges in Automating Customer Service Top 10 Enablers for Scalable Customer Service Automation Some Examples Results Q&A1

6/21/2018Future of Contact CentersSalesLoyaltyCost3Challenges in Automating Customer Service“It’s difficult to find theinformation I need”“I have to use up to 18systems to do my job”Sales“I have to re key datainto many systems”“I need to rememberthe process flow”“I must make sure Icollect the rightinformation on thecall”“I must avoid the nextissue in the customerjourney”“I have to score highly onCSAT, NPS, Compliance andreduce AHT, Error Ratesand.”“I have to remember tocall a customer back”“I have to complete aftercall work while I’m with thenext customer”LoyaltyCost“I need to find a way toup-sell during a serviceinteraction”2

6/21/20185Publish changesat will toexperiment andlearnReducedependency onhighly skilleddevelopers tobuild andmanage botsLeverage RPA toincreaseautomationEngage on highvolume channelsAdaptabilityDrivetransactionaloutcomes byintegrating withback-endsystemsEnable theBusiness todesign andmanage theautomatedcustomerexperienceMaximized ImpactPersonalize theexperiencebased oncustomerinsightsAgilityCustomer ExperienceTop 10 Enablers forScalable Customer Service AutomationLeverage thesame bot atmultiplepreferredtouchpointsUse Best ofBreed AILearn fromCustomerInteractionsCopyright 2018 Jacada, Inc. All rights reserved.Customer Assistants driving AutomationTelco Billing DisputesCustomer Assistant, RPA & Agent AssistantTelco Technical SupportVisual Customer Assistant at IVRFinance New Product OnboardingProactive Mobile Customer AssistantInsurance First Notice of LossAgent Assistant & RPA3

6/21/2018Low-Code Customer Service Automation powered byBest of Breed Cognitive ServicesCognitive ServicesBot ClientsNetworkSecurityLow Code Bot FrameworkWeb gnerNatural LanguageProcessingCustomer AnalyticsSentiment AnalysisKnowledgeDiscoveryEnterprise sCRM3rdKnowledgeChannelsParty InsightsRobotic ProcessAutomationNetworksFind CareBusiness Analysts design the cognitive engagement delivering rich experiences, by leveragingcustomer insight, cognitive services, robotic automation, rich UI and more.Results That Speak For ThemselvesCost Reduction8CX ImprovementDigital Adoption20-50%98% 25%increase inself-servicecustomersatisfactionaverage repeat usage30% reduction50%3xin transferratereducedcustomer effortmobile app adoption50 seconds20-30reduction inaveragehandle timepoint transactionalNPS ImprovementCopyright 2018 Jacada, Inc. All rights reserved.4

6/21/2018Enabling every step in your journey toAutonomous CXSELF SERVICEASSISTED GENTASSISTANTVISUALIVRCUSTOMERASSISTANTC U S T O M E R S E R V I C E A U T O M AT I O NBOT FRAMEWORK COGNITIVE SERVICES INTERACTION DESIGNER INTEGRATION CENTER ROBOTIC PROCESS AUTOMATION CONTEXT STORECRM9CAT yright 2018 Jacada, Inc. All rights reserved.5

6/21/2018Kumaran ShanmuhanVP Solutions, [email protected]