preemptive customer service anticipating moments … · preemptive customer service anticipating...
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PREEMPTIVE CUSTOMER SERVICEANTICIPATING MOMENTS OF NEEDMike Asebrook, Director Product Marketing, PegasystemsNeal Beliveau, Vice President – Customer Service Products, Pegasystems
This information is not a commitment, promise or legal obligation made by Pegasystems, including that to deliver any material, code, or functionality. The timing of the development and release of any features or functionality described about our products remains at our sole discretion. ©2017 Pegasystems Inc.
$1.6trillion
Cost of Customers Switching due to Poor CX
Customers Switch Brands due to Poor CX
Within a Week
79%
$1.6Trillion
Customers Leave.
Source: Access Development Study, 2017
And don’tcome back.
Source: Access Development, 2017
ACTIONSYSTEMS OF INFORMATION
INSIGHT THAT FINDS YOU
SYSTEM OF INSIGHT
Pega’s AI-Powered “Digital Brain”
What’s New in Customer Service 7.22
Unified CRM Lower TCO New Channels Matured Channels Improved UX
Richer Composite
Customer Movie
Prospect Search/Conversion
New Cases
Shared Sales/Service strategies in CDH
New Application Wizard
Pega Express for CS
Manager Tools for Article to Case Linking
Co-Browse Visual Masking
Community
Community Moderation
Facebook Messenger
Self-Service Advisor
IVR Personalization
Retail Advisor
Chat Supervisor Monitoring
Co-Browse Supervisor Monitoring
KM Templating/Import & Export
Co-Browse Recording
OpenCTI Support for PegaCall
New Chat CSR UI
Co-Browse Window Tearaway
New Inline KM UI
Co-Browse Localization
Simpler Manager Tools
Cleaner Composite UX
Knowledge Management & CommunitiesMake it easier for CSR’s to find, view and action knowledge content• Single window display and
simple expand/hide controls• Contextual knowledge per
case type• Simplified layout of article
information and related actions
• One click tag based navigation
1. ‘Slide’ KM into view with a new Header control
3. Suggested articles are aligned to the active case
2. Tear away the article to view in a separate window
Self-Service Advisor
• ‘No Code’ setup: Works with your existing web and mobile experiences
• Contextual knowledge content case management*
• Traverse channels seamlessly
• Dashboard reporting
• Customized look and feel*License required
Contain inbound service inquiries by engaging customers with real-time contextual self-service
Self Service interactions through Facebook messenger using Pega Chatbot technology• Bot capabilities can determine user goals and
direct users to appropriate self-service cases or query responses
• Uses both dialog and Facebook specific button selections
• Designer tools allow you to tune cases for Facebook
• User cannot get a question to resolution? End-customers can be escalated into CSR Chat
• Chatbot checks on CSR availability before making chat offers
ChatbotsFACEBOOK BOT ENABLED AUTOMATED CASE HANDLING
2. end-customer selections / data entry
1. Facebook selection prompts
3. ChatBot responses
Intelligent IVRNEXT BEST ACTION IN THE IVR
Personalized, dynamic menus and predictive prompting to improve customer experience and reduce costs• New API allows you to integrate
Customer Service decisioning into your IVR layers
• Use the decision hub to create a personalized menu for each customer based on customer context
• Reduce costs by addressing common use cases inside the IVR
• Seamlessly transfer cases to CSR’s or legacy IVRs to continue the conversation
Intelligent IVR
Legacy IVR
Existing ACD
Pega’s Customer Decision Hub detects:v Sara’s identityv Customer lifetime value = ‘high’v A bill is due within a few days
Sara’s Next Best Actions from Pega Customer Service are:v “Pay my bill”v “Give me more details”
Sara calls into U+ Communications customer hotline with a question
Co-Browse
• Self-service assistance
• Co-Browse recording
• Supervisor monitoring
• Simple Configuration (WYSIWYG) for Data masking
• Multi-language support packs*
See what your customers are seeing
*Available in Italian, French, Japanese, German, Spanish and Portuguese.
My Experience with PayPal’s Proactive Service
16
1. Paid for a recent service using PayPal, receipt was optionally
posted on FB Messenger
2. Now any additional charges on PayPal are stored as receipts
for safe keeping
“We're able to predict... that you're going to call…to be able to enable you to be self-service or toprovide you a resolution path before you need toactually contact us.”
– PayPal
A Better Way to Deliver Service
Call Center ?
Anticipate needs and events before they
become service events
PreemptiveService
Trigger
App, SMS, Email, T2V
Contain and deflect
IVR
Assisted
Self-serve
Offline
Web – Mobile – Virt. Asst.Phone
Improve efficacy of live interaction
Reduce volume & duration of calls
Empower customers
Handle calls most effectively
Accelerate resolution
ResponsiveService
Chat – FB Messenger – Twitter – SMS - Video
Reduce propensity to call
Detect service needs as they happen
and engage
ProactiveService
Trigger
App, SMS, Email, T2V
Moment of Need
Examples of Proactive & Preemptive Service
Google Maps push notification on “learned commute”
Overdraft protection can either alert users or predict overdraft on usage trends
PRO
AC
TIVE
SER
VIC
E
PREE
MPT
IVE
SERV
ICE
PREE
MPT
IVE
SERV
ICE
Forrester: Top Trends Customer Service in ‘17
IoT insights transform business models
Insights From Connected Devices Will Trigger Preemptive Service and Turn Companies Into
Services-Based Ones
--Kate Leggett, Forrester Research January, 2016
Key Benefits • Faster resolution at lower cost• Better planning• Anticipation of future customer needs
How to Get Started
1. Dig into your data.
2. Embrace the Bots.
3. Iterate.
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• Analyze – why so many calls?
• How to differentiate service further?
• Offload tasks from live agents
• Notifications on all channels
• Predict with next best action
• What worked? What didn’t?
• How to push the envelope further?