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According to Gartner Research by 2020, 60% of all commerce and services transactions will be conducted by Virtual Assistants. CodeBaby and Aqueria International have joined forces to offer innovative solutions that can educate and enhance your Interactive Player’s experience with the deployment of “Virtual Gaming Assistants”.
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confidential and proprietary
Engaging customers when it matters most !
confidential and proprietary
CodeBaby and Aqueria International have joined forces to offer innovative solutions that can educate and enhance your Interactive Player’s experience with the deployment of “Virtual Gaming Assistants”.
“The increasing cost of Interactive Player Acquisition and the fact that these Players represent only a portion of the Total Player base, illustrates an obvious growth opportunity in engaging new Interactive users and responsibly converting them into Players with the deployment of better supporting services.”
Concept Introduction
2
confidential and proprietary
Summary
A Gaming Avatar • Greets your Interactive Platform’s visitors • Provides assistance by navigating them through the site’s
features• Shows them “step-by-step”, how to:
• open an account • deposit money • play the various games you offer and much
more…
With the provision of Analytics Tools, the platform personalizes your customer interaction but more importantly, adds value by increasing Conversion rates and optimizing Business Performance.
3
confidential and proprietary
The Gaming Assistant is the modern and personal alternative to the substantial volume of text info pages, that customers rarely spend time reading.
In short, Gaming Assistants can: Enhance your current and new Player’s Interactive experience
and satisfaction Build on your Lottery’s Brand Integrity and Trust Maximize conversion performance on critical areas like “sign-up”
& “money deposits” Reduces Call-Centre workloads and costs Support Marketing activities Cross-selling and launch of new products
Summary
4
confidential and proprietary
Concept Endorsement
“The technology has demonstrated
its ability to improve efficiencies
by deflecting calls to the contact
center, and ...is able to personalize
and contextualize customer
interactions.”
“A great virtual Assistant should offer more than just search; it should enrich the quality of customer experience and assist the customer through the online interaction.”
5
confidential and proprietary
Concept Endorsement
60%It’s forecasted that
“...of all commerce and service transactions will be conducted by virtual assistants by 2020.”Gartner Research
6
confidential and proprietary
Case Studies
7
“People naturally respond to all online interactions as a social experience.
Placing a character in an interface makes the social foundation of mediated interaction explicit…
Online transactions become social conversations. Difficult procedures can be explained. The web is less lonely. Technology is easier to use.”
“The personality of an automated character is one of the strongest and most reliable methods to consistently promote brand awareness through predictable appearance and scripting of speech and behavior. “
Byron Reeves Stanford Study Research
How can they help you develop your business: Conversion & Engagement Deflection / Encourage Self-Help Customer Satisfaction
confidential and proprietary
Case Studies - Engagement
8
Virtual Assistants created for a large media company improved engagement significantly. - The average session time went from less than 1 minute to 20 minutes with the VA, while site traffic went up by 15%.
Virtual Assistant generated a 20% increase in conversions at Netherlands-based Doosopmaat.nl
Results from a recent study indicates the engagement power of a character when moderating search inquiries. - When a character asked people to type search requests into a window, people used on average, three more words in their requests (averaging about 7 words per inquiry) compared to identical requests made without a character.
confidential and proprietary
Case Studies – Deflection / Encourage Self-Help
9
HP Viewpoint Paper “Leveraging intelligent, interactive virtual agents to drive quality and savings in customer service” Real-world performance results
Research indicates that 92–95% of customer queries are handled completely by the VA with no human help
52–85% of visitors say they would have contacted the contact center if the IVA was not available
Every 1 million chats with a IVA create $7 million in cost savings
Avatar showed 33% decline in calls to support centers
confidential and proprietary
Case Studies – Customer Satisfaction
10
Less than 1% of customers leave negative feedback about IVAs
IVAs are more accurate than humans and achieve 89-95% accuracy, versus 81% accuracy for live agents
Over 90% of people prefer a character in interactive sessions over no character at all.
“Talk to Me”
“7 Reasons a Digital Character Brings Value to Your Website”
“The Benefits of Interactive Online Characters”
Center for the Study of Language and InformationStanford University
confidential and proprietary
Not All IVAs are Created Equally
11
static, low quality, knowledge base
1st 2nd
limited movement, little more than decision trees
some response accuracy measurementsome reporting
3rd
better graphic render, highly accurate knowledge base
4th
3D character with human movements, responds to tone
5th
3D character with human movements, mobile, geo location
6th
confidential and proprietary
The 6th generation difference
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3D character with human movements
Socially expressive
Evoke responses from customer
Multi-lingual
Natural language query
Integrates with website elements
Exceptional accuracy
Dashboard analytics
Mobile - Geo-location
confidential and proprietary
Majority of Industry
CIVA
13
IVA Market Capabilities
confidential and proprietary14
Call-to-Action
Navigation Form Fill Submit
Dialog Box Dialog BoxDialog Box
Conversion Example – Guiding every step
Self-Service ExampleFront End Engagement
FAQKnowledge Base
Click-to-Chat
Create Ticket
Dialog Box Dialog Box Data BoxApp Box App Box
Experience Stream Types
14
confidential and proprietary15
Thank You
Virtual Gaming Assistants – An intuitive, cost efficient solution that will differentiate your Services proposition from the competition.