Post on 21-May-2020
TECH TANK ROUNDTABLE: ENHANCING CUSTOMER ENGAGEMENT – TRENDS FOR 2019 AND BEYOND
MIKE HARWELL, SENIOR DIRECTOR, OMNICHANNEL PRODUCT MANAGEMENT,
NICE INCONTACT
TONY IERO, SALES DIRECTOR, VHT
2019 TrendsCRMXchange Tech Tank Webinar
Mike Harwell
Senior Director, Omnichannel Product Management
December 4, 2018
3
Trend: Automating Digital Channels with BOTs
NLP
Automation
NLU
BOTs
NLG
AI
Machine
Learning
RPA
?
?
?
?
Most Digital Transformation projects will Fail…
...And, that’s ok!
5
Use of Digital Channels Gaining Ground
2018 CX Transformation Benchmark
Of the ways in which you can interact with a company during a customer service experience, please rank your top three from the list below.
Base: Total Respondents, n=802, US only
Phone is still
used most often,
but dropping
Use of online
or video chat
is increasing
Use of email
doubled
66%
53%
11%
36%
15%
30%
13%
22%
Web site use
on the rise
3%
15%
Mobile app
use surged
Customer service channels with the highest
Net Promoter Score® (NPS®)
Company’s Mobile App
-
10
0
10
0
0
25NPS
Online Chat
-
10
0
10
0
0
21NPS
Company’s Website
-
10
0
10
0
0
14NPS
6
During their most recent experience...
Purchase related
inquiries
Resolve a problem
or issue
General
information
54%
Used Agent-assisted
40%
Preferred Self-service
26%
7
What they say on AI
34%
are willing to use
bots and virtual assistants
once they get smarter
6%
already say it makes
it easier to get
issues resolved
7%
would like to use
home virtual assistant to
interact with businesses
Support a customer through a process –
autonomous or together with an agent.
8
Advanced Chat BOT and automation concept
BOTs that can act as an agent
AI that “listens” to the dialogues and supports
the agent. BOT that can do routine parts of an
errand but under ”supervision” of the agent.
Plug in tools to enrich the agent/customer
experience with information from
external data sources.
Hybrid solution & support for agents
Let me assist you
in this process!
9
Key Takeaways
Set the right goals mike.harwell@niceincontact.com
Focus on automating repeatable processes
Measure your success as CX improvements
are reducing the rote tasks for agents
Employ machine learning now so every
subsequent contact has a higher success rate
Contact
Analysts Agree! 3 Influential
Reports
2018 NICE inContact CX
Transformation Benchmark
Global Study and Webinar
White Paper Thriving in the
Experience Economy
References
Tech Tank RoundtableEnhancing Customer Engagement Trends for 2019 & Beyond
The State of Digital Transformation
Goals for digital customer service include driving self-service, deflecting calls and interacting in channel of choice.
52% of contact center professionals believe that self-service is the best channel for transactional interactions and that voice
remains the best for complex issues.
Enterprises will spend $7 trillion on digital transformation by 2021. (IDC)
Without a Voice Escalation Strategy…
Find your 800 number
Repeat information
Navigate the IVR
You force your customer to:
Wait on hold
Start over
Year after year, these are among the top customer frustrations.
Without a Voice Escalation Strategy…
Do nothing
Go to competitor & purchase
Go to competitor, purchase, & evangelize
“80% percent of people that call care—not our care, care in general in America—say they are left unsatisfied by the experience.”Nick Drake, EVP of Marketing and Experience for T-Mobile
Without a Voice Escalation Strategy…
Digital Strategy
Mobile App Web Live Chat Chat Bot Portal
Melanie starts her customer journey in XYZ Company’s mobile app
She hits a dead-end and is directed to XYZ Company’s 1-800 number
Melanie is required to navigate the IVR, gets stuck on hold, and then has to start over with the agent
Melanie’s satisfaction decreases rapidly
Melanie is less likely to be a brand promoter, and her customer satisfaction surveys will be lower
Melanie starts her customer journey in the mobile app at XYZ Company Melanie hits a dead-end
Company XYZ’s app offers an ASAP or Scheduled Callback
Melanie receives a contextual callback from an informed agent, picking up where she left off in the mobile app
Melanie completes her experience and is willing to recommend XYZ Company
Chatbot to Voice Conversion: Option 1
Chatbot to Voice Conversion: Option 1
Chatbot to Voice Conversion: Option 1
Chatbot to Voice Conversion: Option 1
Chatbot to Voice Conversion: Option 1
Chatbot to Voice Conversion: Option 2
Chatbot to Voice Conversion: Option 2
Chatbot to Voice Conversion: Option 2
Seamless Live Chat to Voice Conversions
Live chat agent interacts with a customer who requires a transfer to voice
VHT Agent Assist is engaged
Chat agent views queue conditions and registers a callback to be completed by an agent in Group 2
Agent in Group 2 completes the callback at the requested time
When the callback occurs, customer avoids the IVR entirely and is connected directly to the agent
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