Michael HaistenPrincipal Consultant, Intelligent Self-Service Solutionsmhaisten@jacada.com

Matthew StormProduct Marketingmstorm@Jacada.com

Self-Service 2.0:Turbocharge YourStalling Digital Strategy

• Build an app• Chatbots• Improved IVR• Social Media• Customer Portals

Self-Service Journey 1.0

Channel Adoption Channel Preference

3McKinsey US Digital Customer Experience Survey 2016, N= 2250 (Video), based on survey question(s) RJ2A, CP2Includes contact via: Website, Chat, App, Online agent, Online forum, Social media, Email and/or Text

Call center (live agent) IVR Physical Store

Customer Usage 68% 7% 4% 21%

Customer Preference 45% 8% 6% 41%

Digital Channel

23% more customers call into a live agent than actually

prefer doing so

On the other hand, 20% more customers would prefer to use digital channels than

actually do today

Why does self-service lag preference?Is self-service even available?Self-Service Availability on Chosen Channel

Do customers know it even exists?Customers’ Aware of Service Availability

Can customers see features they need?Ease of Discovering required Functionality

Will it solve the customer’s issue?Self-Service Resolution

And what if it doesn’t solve their issue?Seamless Escalation to Assisted Service

Guide Customers to theRecommended Channel

Guided Self-Service toSimplify Discovery

Personalize Self-Service in the Moment

Connect ChannelsAs Needed

Invest and Make Self-Service Available

START

FINISH

Quick Polling Question

We clearly understand which channels our customers prefer.

What if we don’t get it right?

Salesforce.com – State of Service Report

Where do we go from here?

AutomatedVoiceInteractions

MobileApps

MobileAlternatives

LiveInteractions

MultimodalExperiences

ConversationalAssistants

MobileApps

• Users typically spend 96% of their time using their 10 favorite apps…

• By 2019, 20% of brands will stop using mobile apps and instead invest in building a presence in consumer messaging apps

StatisticaGartner

MobileAlternatives

• Growth predicted between 2017 and 2022: - Visual IVR – 50x growth – from

0.1% to 5% usage- Co-browsing – 20x growth –

from 0.1% to 2% usage- Video Chat – 7x growth - from

0.3% to 2% usage

• By 2021, more than 50% of enterprises will be spending more per year on bots than traditional mobile app development

Gartner

LiveInteractions

• Contact Center Channel Growth• Phone - 1.6% increase• Websites - 13% increase• SMS - 18.5% increase • Web Chat - 32% increase• Video Chat - 25.7% increase• Social Media - 8.9% increase

• Customers are searching – 74% of FedEx customers use another channel before calling

(N. de Kouchkovsky CaCube Consulting)Dimension Data

ConversationalAssistants

• Use of virtual customer assistants (VCAs) will triple through 2019

• Customers may lead a community-based revolt against corporate chatbots and 60% of bots don’t have an escalation path

• Things to consider:• Best of breed NLP• Low-code designer• Escalation with context

Most Bots weren’t conversational and didn’t drive customer outcomes

Business led design can help drive agility and scale

Bots learn from your best customer interactions

Conversational Assistance Maturity

You are here

GartnerForrester

AutomatedVoiceInteractions

• 200x growth for AI driven conversational IVR predicted between 2017 and 2022 –0.05% to 10% usage

• By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today

Gartner

Multimodal Experiences

• While speech is a hot channel, does it really stand on its own?

• Disparate strategies across channels, vendors and business units pose challenges to a creating multimodal or omni-channel experiences

Drive awareness to self-service without the use of a mobile app

Enhance Voice-Assisted Apps with a visual experience Reduce customer effort with true multimodal

experiences Invest in the escalation / connect the channels Personalize experiences through AI-enabled,

conversational chatbots Increase business agility through a low-code, design

once approach

Self-Service Journey 2.0

Drive awareness to self-service without the use of a mobile app

Enhance Voice-Assisted Apps with a visual experience Reduce customer effort with true multimodal

experiences Invest in the escalation / connect the channels Personalize experiences through AI-enabled,

conversational chatbots Increase business agility through a low-code, design

once approach

Self-Service Journey 2.0

Demonstration

GOAL: Automate customer interactions and reduce agent activity/effort by 80%, while achieving sales growth of 25%

RESULTS: Within one week, achieved 77% reduction in email and 41% reduction in phone calls

Logistics

Retail

GOAL: Reduce call volume and effort while improving customer satisfaction and cutting over $4M annually from their budget

RESULTS: Overall 70% reduction in customer effort across 4 lines of business, 11% increase in self-service, and $4.5 million saved annually

GOAL: Reduce call volume and achieve maximum ratings for customer satisfaction

RESULTS: 63% reduction in call volume with a significant improvement in CSAT scores

GOAL: Drive digital adoption to further enable self-service.

RESULTS: 24% reduction in inbound call volume to the contact center

Technology

FinServ

REFLECT on existing self-service strategy

and identify gaps

Help customers FIND the channels you have

Help REDIRECTcustomers to preferred

channels

USE channels more effectively

MEET customers in the channel of choice

Turbocharged Self-Service

Self-Service Assessment Decision Guide for Intelligent Self-Service Customer Journey Mapping Coffee and Conversation

Thank you!