hvad pusler puzzel med? … · whatsapp youtube facebook billion active users social media social...
TRANSCRIPT
Hvad pusler Puzzel med?
Get Connected Copenhagen 2018
Thomas Rødseth
Chief Technology Officer
The customer service agents new enviroment
New
Channels Increased
ComplexitySelf-service
Self-service is the most important channel for most businesses
By 2020, customers will manage 85% of their
relationship with the enterprise without interacting
with a human.
Gartner, 2011
ReportsIntegrationsHandover agent
Puzzel Contact Centre Bot Frameworks
Conversational Platform
Generic API
Bring your own Bot
Assisted and self-service interactions
The customer want to help themselves, but a human must be close
• Active use and offer support on the self service channels
• Proaktive Chat on more of your websites
• Give the customer the option to call, or offer call-back
Increased importance of Mobile Messaging
0 0,5 1 1,5 2 2,5
FB Messenger
Youtube
Billion active users
Social Media Social messaging
Source: Kepios analysis April 2018
Social Media: Better functionality and new channels
Own development and new agent appliction creates new opportunities
• New social medai integrations in the New Agent Application
• Puzzel has developed this ourselves, and has now full control of the further development
• This will allow more rapid development of customer requests
• It will give new opportunities for communication with Bots and agents
• It will allow more new channels for social media communication
Channels
Employees
Management
Customers
Self-service
Competence
Customers
Channels
Agent environment – increased complexity
New Agent Application
• Every customer interaction is handled in a separate interaction tab
• In addition there are function tabs without any customer interaction like Queue
overview, Tickers, Settings, external applications
• Interaction tabs are opened automatically and function tabs manually
• Every tab contains one or more widgets
Tab 1
Widget
Widget
Widget
Tab 2
Better tool to manage the new complexity
The widget concept – how does it work?
There are three types of widgets
1. Core widgets: Standard functionality developed by us (Voice handling, chat
handling, queue overview, enquiry registration, i.e.)
2. Partner widgets: Widgets developed by or together with selected partners. This is
functionality useful for several customers (Knowledge base, ticketing, i.e.)
3. Customer widgets: Widgets developed by or together with specific customers. This
gives the customer possibility to link internal systems or information into our
solution (CRM functionality, invoice overview, i.e.)
Core widget Partner widget Customer widget
New user interface – ready for new channels
Co-
browsingVideo
Core
widgets
Customer
widgets
Partner
widgets
Technical overview over Widget API
A new programming interface (API) for communication between Widgets
Event system
Interfaces
• Communication between the services and the Widgets
• Communications Widget to Widget
• Communication between Puzzel platform and the Widgets
Core widget Customer widget
When can we start using the new agent application
How does it work?
You can log on today without any additional license
New agent applicationhttps://agent.puzzel.com
Existing agent applicationhttps://client.puzzel.com https:// .puzzel.comclientagent
Plans for the roll out
• New agent application will be fully available in October
• New functionality for Agents will primarily be available in the New Agent Application
• Nye Sosiale medie-kanaler og funksjonalitet
• Ny Softphone-funksjonalitet
• Forbedrede CRM integrasjoner
• Partner widgets
• Skype integrasjon
• We are ready to start the dialogue with customers for a time line to use the new functionality
• Further information exist and more will be added on help.puzzel.com
Most important focus areas next 12 months
New agent
application
Admin og
supervisor
Further development of Chat and Social
Media
Bot/AI
• Roll out of the new functionality to our customers
• Develop more integrations with customers and partners
• To give the customer and partners more interfaces to develop own widgets
• Extend the self-service capabilities for Admins
• Extend the possibility to customize the behavior of the end-user chat application
• Make admin functions and dashboard available in the new agent application
• Use AI in more areas like assistance to agents
• Integrate towards more Bots framework
• Explore the use of voice assistance integrated with Puzzel Contact Centre
• Continue to enhance the own developed Social Media integration
• Additional social Media Nettworks lik e WhatsApp and Viber
• Improve the end user Chat interface to allow more advanced ChatBot functions
