Technology Innovation Showcase Humans & AI: The Perfect CX ...€¦ · Technology Innovation...

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Technology Innovation Showcase

Humans & AI:

The Perfect CX Power Couple

Chris Ezekiel, Founder & CEO

@chrisezekiel @creativevirtual

What do consumers value most in their customer experience?

Q: When it comes to great overall CX, how important do you think each of the following will be in the future?Source: PwC Future of Customer Experience Survey 2017/18

Humans & AI are the perfect

Power Couple

for meeting CX expectations . . .

. . . but what does this look like?

Gartner predicts by 2020, 25% of customer service and support operations will integratevirtual customer assistants technology across engagement channels, up from less than 2% in 2017.

Source: Market Guide for Virtual Customer Assistants, Gartner, 2017

How do I bring this all together to centrally control a consistent, convenient and efficient CX?

to deliver consistent information and support across contact channels

Use a single Orchestration Platform

Live Demos: How are companies already doing this?

▪ Transport for NSW

▪ Chase

▪ HSBC HK

▪ HSBC Commercial Banking

▪ The New York Times

▪ BT

▪ Rest

▪ V-Person Live Chat™ & V-Portal™

Rest – Live Chat HandoverCase Study: https://www.creativevirtual.com/customer-success-stories/rest/

to deliver consistent information and support across contact channels

Use a single Orchestration Platform

DBS Bank – Internal Service Desk

Citibank India – HR Support

Update Cycle: Combining AI & human input

Learn: System ‘learns’ potential new customer behavior.

Approve: Human editor approves AI suggestions.

Deploy: Updated knowledgebase is

published with improved understanding.

What business benefits will I see?

▪ Seamless, fully-integrated, end-to-end customer engagement

▪ System continually learns in a way that allows you to maintain control over reliability

▪ Orchestration Platform enables custom tuning of how much human curation and machine learning

▪ 24/7 access to smart self-help

▪ Average contact deflection rates of 20-30%

▪ Reductions of up to 80% in live chat sessions

▪ Average handling time reductions of up to 40%

▪ ROI in less than 12 months

▪ More engaged, skilled and happier agents resulting in reduced staff turnover

▪ Lower support costs, improved efficiency and increased sales

▪ Unique customer insights

Our Client References

Let’s continue the conversation

▪ Individual workshop to build your business case (no charge from Creative Virtual)

▪ Reference calls with Creative Virtual’s customers and partners

Email: chris@creativevirtual.com