20th September 2016 Graham Bragg

Intelligent

Customer Engagement

Made Easy

Mark Oppermann

Conversational Messaging will Change The Way You Engage with

Customers Forever

Messaging apps like Messenger, WhatsApp, iMessage, Viber and WeChat are the Future of Customer Engagement

Today’s

Discussion

• Conversations via Messaging Today, Tomorrow, The Future

• Artificial Intelligence AI, Machine Learning

Retail

Utilities

Travel & Hospitality

Webio

Team

Our

Experience

rise in

digital

interactions

87%projected

drop in voice

interactions

42%

Interaction is rising Voice is plummet ingBUTThe World of

Communications …

Changed Forever

“Mind the Gap”

Will All Businesses

Have Websites ?

Artificial Intelligence

Managing the Challenge !

• More Channels

• More Engagement

• More Conversations

• More Challenges Cognitive Services

Intelligent Use of AI

What Does This Look Like ?

• Inbound, Inbound and More Inbound

• Conversational Engagement

• Timing, Tempo and Content

• 1 + 1 = 3 Agents and AI Working together

• In-Conversation Propensity Scoring

• Triage your Conversations

The Future is Here!

..Just Not Fully Formed

Summary

• Engage with customers in channels they use

• All channels, all conversations in one place

• Be a more intelligent business ..use AI

Digital Journey

Customer Experience

Conversational

Interface

20th September 2016 Graham Bragg

Intelligent

Customer Engagement

Made Easy

Mark Oppermann

Thank You