Best Practices - Seamless Customer Experience: Combining AI, Virtual Agents, and Live Agents - Andy Traba, Director of Product, NICE Anand ...
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Andy Traba, Director of Anand Janefalkar , Jonathan Kershaw,
Product, NICE CEO and Founder, Director of Product
UJET, Inc. Management, Vonage
Best Practices - Seamless Customer Experience: Combining AI, Virtual Agents,
and Live Agents
SEPTEMBER 2021
Seamless Customer
Experience:
Combining AI,
Virtual Agents, and
Live Agents
PRESENTED BY:
Jonathan Kershaw
Product Management
CX in the Contact Center
Great CX
Information exists Intelligent Routing Inquiries addressed Additional Purchases
Solve own problems Easy navigation quickly and easily Net promoter
Before the
Self Service During the call After the call
call
Wrong answers Poor IVR Transfers Repeat Call
Incorrect routing Hold Detractor
Problematic CX Long wait time
Self Service Using Virtual Assistant
Voice enabled Omnichannel Natural Optimise
self service Language Contact Center
Understanding Efficiency
(KPIS/SLAs)
24 x 7 support Increased Contextual
capacity in the Conversation
contact center Transfer
Reduce wait time Automate
Decrease inbound simple calls
calls Support
complex calls
Connect Calls
Through Intelligent • Route customer calls to the best
Dynamic Routing available agent with the help of
AI’s intelligent, dynamic and
personalized data-driven
abilities:
▪ Provides scalable and
repeatable benefits to
businesses
▪ Makes sure agents are
prepared to handle calls
based on demand and type
Shift Agent Focus from Process to Conversation
Why is AI Needed
• Speed to competency
During the Call? • Contact Centers take more complex calls
• Suggest solutions
• Recommend next best actions
A voice conversation is a “rare” opportunity to
engage with customers and differentiate
Agents
should
focus
here
Conversational
Focus
Agents
currently
focus here
Process Focus
6
Optimize Agent Performance and Listen
Tap into “all” customer
Gain an ‘outside in’ view of
conversations for
the customer
actionable insights
Integrated tightly
Identify issues before they
with CRM, customer and
contact center view escalate
Listen to and understand Make Quality Management
customer sentiment efficient and effective
Get near real time
See what agents are doing feedback on conversation
on their screens performance
Traditional segmented model of CX in the Contact Center
Before the
Self Service During the call After the call
call
Holistic Approach to CX in the Contact Center
After the call Self Service
Increase NPS/CSat Contact Reduction
Decrease churn Handle simple enquiries
Increase agent engagement Automate simple process calls
Improve business insights
Differentiated
Customer
Experience
During the call Before the call
Augment the advisor Intelligent Routing
Reduce AHT Increase agent effectiveness
Reduce Wrap time
Increase FTF
Improve coaching
Thank
you Jonathan Kershaw
https://www.vonage.com/contact-centers
Jonathan.Kershaw@vonage.com
PRESENTATION TITLETHE AI BEHIND BETTER EXPERIENCES Driving better experiences for every customer, on each interaction, and on any channel
Hello!
Andy Traba
Director of Product Marketing
NICEAI powers better experiences
AI Transforms Interactions into Experiences
Interactions Discover Identify Act
Improve self-service
Drive better outcomes
Real-time guidance
Personalize coachingHow Artificial Intelligence
Perfects a Customer’s Journey
Powers digital experiences
Routes for the best outcome
Personalizes for the highest CSAT
Improves every interaction
Let’s explore AI-powered CX…Instead of calling, Briana resolves her issue in self-service
Artificial
Fast-tracks digital development
Intelligence Prioritize top intents in a click
Powers Turns interactions into self-service data
smarter self- Discover new insights and replace guesswork
service by
Design experiences for highest containment
learning from Perfect resolution paths from agent activities
agent-assisted
interactions
17When Briana needs live service, she is routed to the
best agent for her needs
Called Yesterday
Supervisor Escalation
Artificial High LTV
Low Sentiment
Intelligence
Routes for the
Refinancing Connector Personality
best outcome
using many
attributes
Marketing Cohort
Lives in Illinois
English Lake House
Language in Wisconsin
18During the call, the agent receives real-time updates on
how to improve Briana’s experience
Drives satisfaction in the moment Live CSAT
Artificial Personalize CX on every contact
Intelligence Understands people Alerts & Messages
Power soft-skills proven to drive satisfaction
Personalizes
A trusted advisor on every call
to increase Unbiased guidance, just in time
CSAT in real-
Alerts & Live Scores
time Messages
19After the call, the agent receives personalized feedback
to build skill sets that improve CSAT
Tracks Key Behaviors
Identify the best opportunities
Artificial
Intelligence Objectively analyzes 100% of calls
Personalize coaching
builds agent
Focus on Soft-skills to improve CSAT
skills to Drive behavioral change
continuously
and
consistently
improve CX
20WITH ARTIFICIAL INTELLIGENCE
EVERY PURPOSE-
CHANNEL BUILT
EVERY OUT-OF-THE
INTERACTION BOX
EVERY
CUSTOMERLearn more www.nice.com/enlighten Connect Andy.Traba@mattersight.com
Reimagining the AI-Powered
Contact Center
Seamless Customer Experience: Combining AI, Virtual Agents and Live Agents
September 14, 2021
Anand Janefalkar - UJET
© 2021 UJET, Inc. All Rights Reserved. | UJET Confidential 23Customer-Centric Objectives & Challenges
Common customer journey challenges for the modern enterprise
● Consistent, predictable CX and operations across multiple
departments, LOB’s, user and issue types, and resource pools
● Effective, conversational self-service (beyond the knowledge base)
● Contextual continuity when escalating to human agents
● Data and device leverage for predictive, contextual, and
personalized support
● Workflow-integrated business processes, policies, and logic
● Effortless resolution and post-support customer retention
● CX as a growth engine
© 2021 UJET, Inc. All Rights Reserved. | UJET Confidential 24AI-Powered Orchestration & Optimization
Predictive & Dynamic Routing
Capture metadata and context to predict intent and inform routing to
minimize customer effort and friction
Virtual Agent Specialization
Provide immediate and 24/7 conversational self-service and support,
through AI and virtual agent specialization for more complex issues
Virtual & Live Agent Bonding
Analyze context and sentiment in real-time for a more efficient,
personalized experiences and relay on escalation to live agents for a
seamless handoff
© 2021 UJET, Inc. All Rights Reserved. | UJET Confidential 25AI-Powered Orchestration & Optimization
Active Agent Assistance & Training
Provide real-time insights to the agent rather than forcing them to stick to
a static script and improve QM training agents on different scenarios
Intelligent Automation
Reduce AHT and ACW by automating data gathering and entry, ticket
management and customer record updates so agent ca focus on the
customer and their issue
Monitoring and Reporting
Survey traffic in real-time, combine and report data on determined time
(daily, weekly, monthly), performance analysis, surface wins/losses in CX
© 2021 UJET, Inc. All Rights Reserved. | UJET Confidential 26visit
or email: nextgen@ujet.cx
© 2021 UJET, Inc. All Rights Reserved. | UJET Confidential 27Andy Traba, Director of Anand Janefalkar , Jonathan Kershaw,
Product, NICE CEO and Founder, Director of Product
www.nice.com UJET, Inc. Management, Vonage
www.ujet.cx www.vonage.com
Best Practices - Seamless Customer Experience: Combining AI, Virtual Agents,
and Live Agents
SEPTEMBER 2021You can also read
