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IFS CUSTOMER ENGAGEMENTMAKING CUSTOMER SERVICE SIMPLE

PAUL WHITEDirector, Customer Engagement Solutions

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“By 2021, 15% of all customer service

interactions will be completely handled by

AI, an increase of 400% from 2017. (CRM

Customer Service and Customer

Engagement, Gartner 2018).”

AI DISRUPTING THE INDUSTRY

“There will be 20 billion IoT enabled device by 2020.” Gartner

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OMNI-CHANNEL EVOLUTION OF CUSTOMER SERVICE

11

14

11

9

29

26

15

22

13

24

11

15

33

36

5

10

9

7

49

31

12

6

2

0 20 40 60 80 100 120

Phonecall to agent

E-Mail

Web Self-service

Web Chat

Text & Messaging Apps

Social

16-30 30-44 44-64 65+

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IFS CUSTOMER ENGAGEMENT PLATFORM

Intelligent ResponseIntelligent Desktop

Single or multi-tenant cloud infrastructure

Re

po

rting

Wa

llbo

ard

s &

An

alytics

Calls Email Web chat Mobile apps Social media Internet Self-service

Omni-channel

contact center

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EXAMPLE CUSTOMERS

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Assisted Response

Robotic Process

Automation

60% of interactions can be

automated

AI TriageUses text & voice

analytics to

interpret enquiries

and decide the

most appropriate

response

Intelligent

Routing

INTELLIGENT RESPONSE

FILTERING OUT SIMPLE ENQUIRIES

35%

Reduce inbound

volume by

Reduce response time

from hours to seconds

30%

CUSTOMER SATISFACTION WITH BOTS

ITS NOT ABOUT THE TECHNOLOGY!

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● The Technology on balance is very good

● Its about HOW you apply it

ITS NOT ABOUT THE TECHNOLOGY

LHRZZ0012345678

DELAYED BAGGAGE HELPLINE

My Baggage Tag No:

“I attempted to say this number 10 times

each time it was played back to me and got

at least one character or digit wrong -

BEFORE it eventually bailed out to an agent”

LHRZZ0012345678

11M + Combinations

DELAYED BAGGAGE HELPLINE

100M+ Combinations

100 Combinations

My Baggage Tag No:

“I attempted to say this number 10 times

Each time it played it back to me and got

at least one character or digit wrong -

BEFORE it eventually bailed out to an agent”

ITS ACTUALLY QUITE A HARD PROBLEM TO SOLVE!!!!!

LHRZZ0012345678

11M + Combinations – down to 501!

DELAYED BAGGAGE HELPLINE

10K Combinations – you have a list of known bag tags to compare with

also don’t be afraid to use the keyboard

1 Combination

My Baggage Tag No:

TIGHTEN THE GRAMMAR! USE DATA YOU ALREADY KNOW! GIVE A BAIL OUT OPTION!

LHR – airport code about 500?

ZZ – airline code about 1!

AV68 ABC

10M Combinations

IDENTIFYING A CAR NO PLATE

Car Number Plate:

Jaguar XF AV68 ABC

Add some extra information e.g. Car Make & Model

50K Known Combinations

Design a dialogue that will give the computer

A chance – and at the same time massively

Improve the customer experience

HOW TO GET SOME QUICK WINS

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STAGED APPROACH TO CHATBOT IMPLEMENTATION

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1)Filtering out simple enquiries

2)Automate simple calls

3)Go Digital

QUICK WINS

Filtering out simple enquiries

35%

Reduce inbound

volume by

1) Intelligent triage to identify high volume, low complexity, using Robotic process automation to automate

processing

2) Use RPA to automate processing

3) Alleviating agents of tedious repetitive tasks

Reduce response time

from hours to seconds

Automate simple calls

55%

Reduce call

waiting times by

over

Improve agent

efficiency by

30%

Go Digital

Staged approach to implementing a Chatbot

46% of customers prefer to talk to customer service on the phone about complicated

issues. (American Express)

What AI struggles to deliver

• Personality

• Empathy/Emotional Connection

• Gut Feeling

• Negotiation

• Chit Chat conversation

• Creativity and innovation

Agents provide the empathy and listening skills plus the problem solving and

creativity around additional services: essential for long term loyalty

WHY ARE AGENTS STILL SO IMPORTANT?

• AI delivers personalised data and process guidance to agent

• Cost-effective way of supporting internal training

• AI provides easier and faster access to relevant and specific information, should

there be gaps in knowledge

• System will actively search the knowledgebase, while the agent talks to the contact

• Produces articles/other pieces of information helpful to the customer

The Augmented Super Agents

Is it saving the company money?

Or

Making the customer experience better?

Reasons for Deploying AI

IT SHOULD AND CAN EASILY BE BOTH!

DEMONSTRATION

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TYPICAL CASE STUDY

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CUSTOMER SERVICE AUTOMATION

UK PUBLISHING ORGANIZATION• Contact Centre burdened by high volume

of email requests

• Keen to improve efficiency whilst

improving customer experince

CHALLENGE TARGETED

• relieve contact center agents of high

volume customer service requests

• Triage of email queue to deliver intelligent

processing and routing of requests

• Identify VIP Customers for human

assistance

Acco

un

t C

ha

nge

s

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AI BUSINESS VALUE

35% reduction in

volume of emails for

agent processing

Customer satisfaction

improved

Response time reduced

from hours to seconds

Employee Sat

transformed

To Conclude