Post on 03-Jan-2016
ARIA™ Virtual Agent
Your new multi-lingual employee that increases collections,
promotes your services/products and improves customer satisfaction, 24/7/365.
What If…
You Could Clone Your Best CSR?
they could work 24 hours a day?
7 days a week, 365 days a year?
They never needed a paycheck, health benefits, vacations, or got sick?
Followed company best practices and adhered to all laws?
…And What If…
they would work for less than minimum wage?
Well…Would you do it?
Why wouldn’t you do it?????????
…And What If…
Communication methods are changing rapidly
Your letters are ignored, Your phone calls go unanswered, Today’s customer wants on-line
solutions, Today’s customer communicates
via, text message, email, instant messenger, etc.
Today’s customer doesn’t want to wait on-hold
Today’s customer wants a solution to a problem 24/7/365.
Today’s customer blocks incoming calls to cell phone and land lines
The web enables us to manage our personal and business lives more efficiently
Communication habits are changing
If you continue to do the same things to communicate with your customers, your results will continue to diminish as communication patterns change
05
101520253035404550
1980's 1990's 2000's
LETTERS
PHONE CALLS
IVR'S
PREDICTIVEDIALING
Contact Success Rates
When someone visits your website, it’s a special occasion…
Is your Website informational or functional? Do customers end up searching for the
“contact us” button? Are you trying to accomplish too many
things at one site or not enough 70% of website visits today end in the
customer leaving without a solution to their problem or making a purchase
Your Website could be your primary communication device in the future
Are you ready for the future? Online bill payments
will double by 2010. (21.8 billion transactions)
22% of all consumer payments will be made online by 2010
Check usage will decrease from 50% in 2006 to 37% by 2010
Web payments will increase from 9.7 % in 2007 to 14.5% by 2010
Source: Aite Group
Where are we now?Internet Growth in North America
In North America, Internet usage has grown 115% from 2000 to 2007
Over 70 Million People use the Internet to pay bills online
Over 70% of all homes now use the Internet
50% of all users have broadband
Source: Pew Internet and American Life Study
Your new requirement for customer contact is the WEB
Virtual Agent is the next step in efficient customer communication
Responds promptly – never a wait Takes customer payments quickly and
efficiently, Can perform the same function as your live
agents Use to collect new service orders, avoid
disconnects, address changes, final bill requests , etc
Integrates with online databases such as credit bureaus and DMV’s,
Speaks multiple languages, Solves customer service issues online Agent intelligence can include dispute
handling, payment plans and questionsIt never takes a break, never gets sick and works
24/7/365
YES NO
Would you like to set up a payment plan?
Do you want to pay now?
With Virtual Agent, you design the perfect response to every situation
You create a decision tree for each business application
Virtual Agent from WebAR does the rest
Your customer then goes through a series of “drops” based on their answers and are presented with numerous options to pay, buy or solve an issue
Virtual Agent collects the money
Through WebAR® and integration with Western Union® Speedpay® you can accept ACH and credit card payments immediately
Total Integration Payments processed and settled
daily with your bank, just like today Daily settlement and management
reports Automated uploads to your systems Improves Call statistics in your
center by satisfying your customers needs without live agents
Virtual Agent & Speedpay Helping to maximize payments
BGE’s Speedpay Payment Volume by Payment Channel
January through August 2008
Virtual Agent will help shift consumer payment volume from the CSR – Desktop to the Web payment channel resulting in reduced costs
2008 YTD
Virtual Agent Integration is easy
Separate Website - you simply create a link
Totally safe and secure
Highest Level Encryption
Redundancy Full disaster recovery
Simple download of your data daily for matching purposes
Your Virtual Agent…
Reduces human resource costs
Lowers cost for call center operations, credit
and collection, disconnects
Increases recovery rates
Improves customer satisfaction
Reduces errors/Sends a consistent message
AIG AUTO
DELL COMPUTER
CAREERBUILDER.COM
FORD MOTOR COMPNAY TOYOTA
LEXUS
PEPSI
COCA-COLA
PURINA
AMERICAN EXPRESS
DIAL CORP
MSN
WALT DISNEY COMPANY
WASHINGTON MUTUAL
GILLETTE
SONY
CNBC
JP MORGAN CHASE
A few companies using animated avatars in customer communication
Virtual Agent Designer
BGE Main Website – Subscribers Manage Their Accounts or can select payment options
Virtual Agent Subscriber Screens
…Theses slides are representations only, BGE has not yet implemented this service
Virtual Agent Subscriber Screens
…Theses slides are representations only, BGE has not yet implemented this service
Virtual Agent Subscriber Screens
…Theses slides are representations only, BGE has not yet implemented this service
Virtual Agent Subscriber Screens
Theses slides are representations only, BGE has not yet implemented this service
Live Demonstration of…
http://portal.interprose.com/va/login.do?customerID=DEMO
Virtual Agents
As presented by:
Barry DeBald BGESenior Information Management AnalystTelephone: 410-470-1035 FAX: 410-470-8010 In partnership with:
Western Union Payment ServicesLauren L. Mesch800-252-9638 x141904-612-9543 celllauren.mesch@westernunionspeedpay.com