agents & automation: enhanced omni-channel customer …€¦ · presented by: martin taylor,...
TRANSCRIPT
TM
Agents & Automation: Enhanced
Omni-Channel Customer Engagement
Presented by: Martin Taylor, Deputy CEO, Content Guru
TMTM
Content Guru
Who We Are
Manufacturesspecialised hardware
and software for communications
services
Delivers multi-channel
communications through the cloud
using Redwood technology
TMTM
Content Guru
Award-Winning Solutions
TMTM
Content Guru
Trusted by Hundreds of the World’s Largest Organisations
TMTM
Content Guru
The storm® Platform
TMTM
Introducing the AI Revolution
An Unstoppable Force…
In 2017 there were over
4 billion consumer devices with AI-powered digital
assistants- IHS Markit
By 2020, 85% of customer
interactions will be managed
without a human- Gartner
TMTM
Introducing the AI Revolution
… Should we Fear it?
“With artificial intelligence we are
summoning the demon”
- Elon Musk
TMTM
The Journey Towards AI
…Should we Fear it?
TMTM
Agents and Automation
Friends or Enemies?
VS
TMTM
Improving the Agent Experience
AI in the Contact Centre
UNDERSTAND
Data to equip agents with
information to offer personalised
interactions
ANSWER
Help agents make informed decisions with deep analysis
of unstructured and complex data
GUIDE
Assist agents by recommending
quick and accurate answers to complex
questions
SHIELD
Protect agents from dull and
repetitive tasks that are
unrewarding
TMTM
Improving the Agent Experience
Agent Training and Attrition
3 month training programme… … but a 73% annual agent turnover
TMTM
Improving the Agent Experience
Why Are Agents Dissatisfied?
TMTM
Improving the Agent Experience
Dealing with Customer Complaints
TMTM
Consistent Omni-Channel Customer Journeys
Unified Data & Communications
360º
Customer View
TMTM
Improving the Customer Journey
Reducing Repetition
NamePostcode
Mobile NumberReason for calling
NamePostcode
Mobile NumberReason for calling
NamePostcode
Mobile NumberReason for calling
TMTM
Improving the Customer Journey
Chatbots: Effective Use of Automation and Agent
Where is my parcel?
It will be delivered tomorrow at 11am.
Which cables and accessories would be most suitable for this project I am working on?
I would like to cancel my order.
Sure, I have cancelled order 24M8S6.
Tell me more about your project.
TMTM
Part Automation
NHS Self-Triage
TMTM
How can AI help Local Government?
Natural Language Processing
Routing a Customer Call
“I want to know when my bins will be collected”
“BINS” = WASTE SERVICES
Waste Services
Library Services
Social Services
“Hi, how can I help with your waste today?”
Consistent Omni-Channel Customer Journeys
Effective Analysis
TMTM
Agents and Automation
Enhanced Omni-Channel Customer Engagement
TM
Content Guru Limited, Radius Court
Eastern Road, Bracknell RG12 2UP
t: (44) (0)1344 852 350
f: (44) (0)1344 852 351
w: www.contentguru.com
Questions?
Martin Taylor, Deputy CEO