how to improve agent productivity & customer experience with … · 2018-06-21 · robotic...
TRANSCRIPT
6/21/2018
1
Forrester CXNYC 2018
Kumaran Shanmuhan, VP Solutions
How to improve Agent Productivity & Customer Experience
with Bots, RPA and AI?
Agenda
• Challenges in Automating Customer Service
• Top 10 Enablers for Scalable Customer Service Automation
• Some Examples
• Results
• Q&A
6/21/2018
2
Future of Contact Centers
3
Sales Loyalty Cost
Challenges in Automating Customer Service
“It’s difficult to find the
information I need”
“I have to use up to 18
systems to do my job”
“I have to re key data
into many systems”
“I need to remember
the process flow”
“I must avoid the next
issue in the customer
journey”
“I have to score highly on
CSAT, NPS, Compliance and
reduce AHT, Error Rates
and...”
“I have to remember to
call a customer back”
“I must make sure I
collect the right
information on the
call”
“I have to complete after
call work while I’m with the
next customer”
“I need to find a way to
up-sell during a service
interaction”
Sales
Loyalty
Cost
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3
Top 10 Enablers for Scalable Customer Service Automation
Custo
mer
Experience
Personalize the experience based on customer insights
Drive transactional outcomes by integrating with back-end systems
Agili
ty
Enable the Business to design and manage the automated customer experience
Publish changes at will to experiment and learn M
axim
ized I
mpact
Reduce dependency on highly skilled developers to build and manage bots
Leverage RPA to increase automation
Engage on high-volume channels
Adapta
bili
ty
Leverage the same bot at multiple preferred touchpoints
Use Best of Breed AI
Learn from Customer Interactions
Copyright © 2018 Jacada, Inc. All rights reserved.5
Customer Assistants driving Automation
Telco | Billing Disputes
Customer Assistant, RPA & Agent Assistant
Telco | Technical Support
Visual Customer Assistant at IVR
Finance | New Product Onboarding
Proactive Mobile Customer Assistant
Insurance | First Notice of Loss
Agent Assistant & RPA
6/21/2018
4
Low-Code Customer Service Automation powered by Best of Breed Cognitive Services
Firewall
Low Code Bot Framework
Web Server Tenant
Security
Enterprise Systems
Cognitive Services
Low-Code
Integration
Center
Products
Human
Assist
Bot Clients Network Security
CRM Knowledge Channels
Natural Language
ProcessingCustomer Analytics
Sentiment AnalysisKnowledge
Discovery
3rd Party Insights
No-Code
Interaction
Designer
Robotic Process
Automation
Business Analysts design the cognitive engagement delivering rich experiences, by leveraging
customer insight, cognitive services, robotic automation, rich UI and more.
Networks Find Care
20-50% increase in
self-service
30% reduction in transfer
rate
50 seconds reduction in
average
handle time
Cost Reduction
25% average repeat usage
3x mobile app adoption
Digital Adoption
98%+ customer
satisfaction
50% reduced
customer effort
20-30 point transactional
NPS Improvement
CX Improvement
Results That Speak For Themselves
Copyright © 2018 Jacada, Inc. All rights reserved. 8
6/21/2018
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Enabling every step in your journey to Autonomous CX
AGENT
DESKTOP
AGENT
GUIDANCE
DESKTOP
AUTOMATION
AGENT
ASSISTANT
CUSTOMER
ASSISTANTVISUAL
IVR
ASSISTED SERVICE SELF SERVICE
Copyright © 2018 Jacada, Inc. All rights reserved.9
C U S T O M E R S E R V I C E A U T O M A T I O NBOT FRAMEWORK | COGNITIVE SERVICES | INTERACTION DESIGNER | INTEGRATION CENTER | ROBOTIC PROCESS AUTOMATION | CONTEXT STORE
CRM CATALOG ORDERS BILLING CASES FEEDBACKKNOWLEDGE CHANNELS
