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Incorporating Voice Into Your Digital Transformation Strategy
Alain Mowad, VHT | July 2018
DIGITAL TRANSFORMATION
& THE OMNI-CHANNEL
EXPERIENCE
LEVERAGING VOICE IN OMNI-CHANNEL
EXPERIENCES
TRENDS IN AUTOMATION
REAL WORLD EXAMPLES
DIGITAL TRANSFORMATION
& THE OMNI-CHANNEL
EXPERIENCE
Source: Forrester Q1 2018 Digital Process Automation Survey
Digital Transformation is Leading Investment
Source: Menlo Ventures
The Right Now Economy
Customers expect the same type of on demand responsiveness from service and support that they are accustomed to in almost everything else.
Digital forms of communication for customer service or support are no longer the alternative, they have become the norm.
A holistic approach to all customer interactions with an organization is increasingly driving the creation of a CX practice within the organization run by a dedicated CXO or marketing.
Contact centers, up until now viewed as purely cost centers, are increasingly being integrated into larger CX-focused groups as they become part of the company’s overall CX strategy.
SOURCES: Facebook IQ People Insights, Ubisend
53% of people say they are more likely to shop with a business
they can message directly
64% of consumers believe a business
should be available and contactable via
messaging applications
Over the next 2 years, 67% of people expect to use messaging apps
for communicating with businesses
TRENDS IN AUTOMATION
Autodesk speeds up customer resolution times by 99%. Resolution time for a particular problem by a human agent: 38 hours. By a virtual agent: 5 minutes.
SOURCES: The Forrester report “2017 Customer Service Trends: Operations Become Smarter And More Strategic,”,https://youtu.be/pLzUNbBvP_U
Automation can deliver a level of responsiveness that isn’t humanly possible.
• AI will disrupt the jobs of 1 million phone-based customer support agents
• +40% of all data analytics projects will relate to an aspect of CX• 10% of B2C first-level engagement requests will be taken by
virtual customer assistants (VCAs), up from less than 1% today• Customers will manage 85% of their relationship with the
enterprise without interacting with a human
SOURCES: Future of Experience: A Gartner Theme Insight Report, https://www.gartner.com/imagesrv/summits/docs/na/customer-360/C360_2011_brochure_FINAL.pdf
By 2020…
SOURCE: http://www.businessinsider.com/intelligence/research-store/?IR=T#!/The-Chatbots-Explainer/p/68462345/category=11987291
• AI, chatbots, and automated, self-service technologies free up call center employees from routine tier-1 support requests so they can focus on more complex tasks
• Pre-emptive customer service: Resolving customer service issues before they arise could significantly lower customer abandonment rates
The Impact of Artificial Intelligence
● AI initial investment is expensive but the return
on investment is quick and measurable
● Increasingly, AI is taking on more complex types
of interactions and resolving more complex
problems by learning from human agent assisted
interactions
The Impact of Artificial Intelligence
WHERE DOES VOICE COME
IN?
Where does voice come in? • “Dead-ends” in the automated CX
workflow require human intervention
• The interaction has reached a level of complexity that requires human intervention
• Certain customers still prefer a voice interaction
Source: Chan, Casey. “You Will Spend 43 Days on Hold in Your Life.” Gizmodo, Jan. 25, 2013.
Eliminate the poor experience of waiting on hold ENTIRELY
Set expectations correctly with the customer on when they can expect to be contacted.
Provide a digitally integrated means for customers to request a voice interaction, including determining the
appropriate moment in the customer journey to offer a voice option as part of a digital workflow.
LEVERAGING VOICE IN OMNI-CHANNEL
EXPERIENCES
Has the interaction
reached a point where a
live conversation is
required?
Offer a callback
Customer profile
Interaction preferences
Customer journey history
“I see your profile indicates that you prefer live calling. Would you like us to call you back now about this?”
“As your last interaction with us was a call, would you like us to call you back to continue a live discussion?”
“It looks like this problem has not yet been resolved and may require more detailed troubleshooting to properly resolve. Would you like us to call you back to continue this discussion live?”
Complexity flagging
“This issue requires us to interact more directly to ensure it gets resolved. Can we call you back so that you can speak live with one of our specialists?”
Customer Profile
Interaction History
Interaction Preferences
Key Journey Moments
…by incorporating a web widget …or a mobile app
… or a social media interaction… or a chatbot session
Incorporate the ability to register a callback and offer approximate time
REAL WORLD EXAMPLES
VHT CALLBACK™ VHT NAVIGATOR™VHT NOTIFICATION SUITE™
VHT CONVERSATION BRIDGE™
VHT: Enabling Effortless Customer Experience
Create callback
functionality
Stays in touch as priorities may shift
Create web widgets, enabling Callback in digital
channels
Customer profile and journey
management
Please Contact Us
U.S.800-854-1815330-670-2200Email: [email protected]
EMEA+44 (0)20 3633 4644Email: [email protected]
APAC+61 (0) 2 8096 8000Email: [email protected]
LATIN AMERICA+1 305 807 1311Email: [email protected]
www.vhtcx.com