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IFS CUSTOMER ENGAGEMENTMAKING CUSTOMER SERVICE SIMPLE
PAUL WHITEDirector, Customer Engagement Solutions
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“By 2021, 15% of all customer service
interactions will be completely handled by
AI, an increase of 400% from 2017. (CRM
Customer Service and Customer
Engagement, Gartner 2018).”
AI DISRUPTING THE INDUSTRY
“There will be 20 billion IoT enabled device by 2020.” Gartner
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OMNI-CHANNEL EVOLUTION OF CUSTOMER SERVICE
11
14
11
9
29
26
15
22
13
24
11
15
33
36
5
10
9
7
49
31
12
6
2
0 20 40 60 80 100 120
Phonecall to agent
Web Self-service
Web Chat
Text & Messaging Apps
Social
16-30 30-44 44-64 65+
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IFS CUSTOMER ENGAGEMENT PLATFORM
Intelligent ResponseIntelligent Desktop
Single or multi-tenant cloud infrastructure
Re
po
rting
Wa
llbo
ard
s &
An
alytics
Calls Email Web chat Mobile apps Social media Internet Self-service
Omni-channel
contact center
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EXAMPLE CUSTOMERS
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Assisted Response
Robotic Process
Automation
60% of interactions can be
automated
AI TriageUses text & voice
analytics to
interpret enquiries
and decide the
most appropriate
response
Intelligent
Routing
INTELLIGENT RESPONSE
FILTERING OUT SIMPLE ENQUIRIES
35%
Reduce inbound
volume by
Reduce response time
from hours to seconds
30%
CUSTOMER SATISFACTION WITH BOTS
ITS NOT ABOUT THE TECHNOLOGY!
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● The Technology on balance is very good
● Its about HOW you apply it
ITS NOT ABOUT THE TECHNOLOGY
LHRZZ0012345678
DELAYED BAGGAGE HELPLINE
My Baggage Tag No:
“I attempted to say this number 10 times
each time it was played back to me and got
at least one character or digit wrong -
BEFORE it eventually bailed out to an agent”
LHRZZ0012345678
11M + Combinations
DELAYED BAGGAGE HELPLINE
100M+ Combinations
100 Combinations
My Baggage Tag No:
“I attempted to say this number 10 times
Each time it played it back to me and got
at least one character or digit wrong -
BEFORE it eventually bailed out to an agent”
ITS ACTUALLY QUITE A HARD PROBLEM TO SOLVE!!!!!
LHRZZ0012345678
11M + Combinations – down to 501!
DELAYED BAGGAGE HELPLINE
10K Combinations – you have a list of known bag tags to compare with
also don’t be afraid to use the keyboard
1 Combination
My Baggage Tag No:
TIGHTEN THE GRAMMAR! USE DATA YOU ALREADY KNOW! GIVE A BAIL OUT OPTION!
LHR – airport code about 500?
ZZ – airline code about 1!
AV68 ABC
10M Combinations
IDENTIFYING A CAR NO PLATE
Car Number Plate:
Jaguar XF AV68 ABC
Add some extra information e.g. Car Make & Model
50K Known Combinations
Design a dialogue that will give the computer
A chance – and at the same time massively
Improve the customer experience
HOW TO GET SOME QUICK WINS
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STAGED APPROACH TO CHATBOT IMPLEMENTATION
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1)Filtering out simple enquiries
2)Automate simple calls
3)Go Digital
QUICK WINS
Filtering out simple enquiries
35%
Reduce inbound
volume by
1) Intelligent triage to identify high volume, low complexity, using Robotic process automation to automate
processing
2) Use RPA to automate processing
3) Alleviating agents of tedious repetitive tasks
Reduce response time
from hours to seconds
Automate simple calls
55%
Reduce call
waiting times by
over
Improve agent
efficiency by
30%
Go Digital
Staged approach to implementing a Chatbot
46% of customers prefer to talk to customer service on the phone about complicated
issues. (American Express)
What AI struggles to deliver
• Personality
• Empathy/Emotional Connection
• Gut Feeling
• Negotiation
• Chit Chat conversation
• Creativity and innovation
Agents provide the empathy and listening skills plus the problem solving and
creativity around additional services: essential for long term loyalty
WHY ARE AGENTS STILL SO IMPORTANT?
• AI delivers personalised data and process guidance to agent
• Cost-effective way of supporting internal training
• AI provides easier and faster access to relevant and specific information, should
there be gaps in knowledge
• System will actively search the knowledgebase, while the agent talks to the contact
• Produces articles/other pieces of information helpful to the customer
The Augmented Super Agents
Is it saving the company money?
Or
Making the customer experience better?
Reasons for Deploying AI
IT SHOULD AND CAN EASILY BE BOTH!
DEMONSTRATION
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TYPICAL CASE STUDY
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CUSTOMER SERVICE AUTOMATION
UK PUBLISHING ORGANIZATION• Contact Centre burdened by high volume
of email requests
• Keen to improve efficiency whilst
improving customer experince
CHALLENGE TARGETED
• relieve contact center agents of high
volume customer service requests
• Triage of email queue to deliver intelligent
processing and routing of requests
• Identify VIP Customers for human
assistance
Acco
un
t C
ha
nge
s
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AI BUSINESS VALUE
35% reduction in
volume of emails for
agent processing
Customer satisfaction
improved
Response time reduced
from hours to seconds
Employee Sat
transformed
To Conclude
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