2016 Aspect Software, Inc. All rights reserved

Size: px

Start display at page:

Avis Little
5 years ago
Views:

4 6+ of the Top 10 most used apps globally are Messaging Apps

5 ~13% of Earth s population use Messenger every month. Fastest Growing app in the U.S.

6 Messenger is the 2 nd most popular ios app of all time (behind Facebook itself)

The idea is that Messenger will be an app for everything

7 A New Business Model Facebook thinks of Messenger as a platform on which entire businesses will be built. The idea is that Messenger will be an app for everything

Messaging: It s no longer the Millennials

after install PREFER TEXT over picking up

8 Messaging: It s no longer the Millennials 33% 42% 77% 72% would rather CLEAN A TOILET than talk to customer service of daily active app users ARE LOST 3 days after install PREFER TEXT over picking up the phone and talking *

THE NOW CONSUMER EXPECTATIONS Know me Make it mobile Let me do it Make it social Fit into my

other WHILE SAVING COST ENTER INTERACTIVE TEXT

10 What if we could come up with the ultimate way to serve customers the way they communicate with each other WHILE SAVING COST ENTER INTERACTIVE TEXT RESPONSE 2016 Aspect Software, Inc. All rights reserved

11 Universal Template for Self-Service Customer Question Extract Intent & Sentiment General Question Account- Specific Q n Need Complaint Praise Call me Humor/ Other Answer Front or Back Office Follow- Up Acknowledge Front Office Follow-Up Respond 2016 Aspect Software, Inc. All rights reserved

15 Why is Customer Service on Messenger so Attractive? Personal Messenger account belongs to one person, not shared Persistent Dialogs are archived on Messenger automatically Ubiquitous 900 million individuals use Messenger already, growing fast Consistent One client, central storage of messages Asynchronous Does not take user s entire attention, i.e. they can pursue other tasks while interacting via Messenger User-friendly Lets the user advance in a dialog at their own pace. No speech recognition challenges through noisy environments or accents Less intrusive Messenger dialogs can be conducted silently, during meetings, in presence of others, while travelling, etc. Secure Identity protected through username and password beyond the app! 2016 Aspect Software, Inc. All rights reserved Think

asynchronous communication WEB/APP On MANY phones; requires data/download

16 What s the LEAST EFFORT way to reach a business? SMS On ALL phones; asynchronous communication MESSAGING On MANY phones, asynchronous communication WEB/APP On MANY phones; requires data/download VOICE Expensive, single-threaded, slow, frustrating 2016 Aspect Software, Inc. All rights reserved

18 The secret sauce: Natural Language Understanding

19 How Much do NLU and Keyword-Spotting Really Differ? 1/3 I need to tell you your pillows are awesome! Slept great last night. Keyword-Spotting: NLU: Type: [Request] Intent: [Housekeeping] Object: [Pillows]... Type: [Statement] Intent: [Kudos] Object: [Pillows] Aspect Software, Inc. All rights reserved 19

20 How Much do NLU and Keyword-Spotting Really Differ? 2/3 I need my room cleaned please Keyword-Spotting: NLU: Type: [Request] Intent: [Housekeeping] Object: [Room]... Type: [Request] Intent: [Housekeeping] Object: [Room] Aspect Software, Inc. All rights reserved 20

21 How Much do NLU and Keyword-Spotting Really Differ? 3/3 You need new cleaning staff Keyword-Spotting: NLU: Type: [Request] Intent: [Housekeeping] Object: [Room]... Type: [Statement] Intent: [Complaint] Object: [Housekeeping] Aspect Software, Inc. All rights reserved 21

22 Natural Language Understanding with Aspect NLU Aspect NLU Where is my package? Type: [Question] Intent: [Status Inquiry] Object: [Order] Sentiment: [Neutral] Aspect Software, Inc. All rights reserved 22

23 The 4 Faces of Messaging

The 4 Faces of Messaging Richer information display necessary: link to

26 Detour: What s a Disposable App? A special-purpose secure mobile Web app that requires no prior download, works across all smartphone platforms, lets your customer engage on the spot Pay bills View lab results Enter data Reach the 96% of customers who aren t regular users of your mobile app Nothing to download or install, always up to date and not OS specific - built in HTML5 Complements your existing mobile native app 2016 Aspect Software, Inc. All rights reserved 26

28 The 4 Faces of Messaging Form Filling, e.g. Proactive Outreach Appointment Scheduling Communicate changes proactively through outbound text Transactions 2016 Aspect Software, Inc. All rights reserved 28

31 of consumers are annoyed when they have to repeat themselves about the same customer service issue.

32 Self-Service Experiences That Cause CUSTOMER FRUSTRATION Wading through long IVR menus, only to end up in a dropped call a transfer wait time of 20 minutes an out-of-hours announcement 2016 Aspect Software, Inc. All rights reserved

33 The Solution: Experience Continuity CONTEXT Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues CONTINUITY Provide a seamless Omni-Channel Customer Journey by preserving session state across customer touch points self-service and agent assisted CONVENIENCE Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data Show them you know them! 2015 Aspect Software, Inc. All rights reserved

How? Context Cookies Think browser cookies : Small data bits that track the customer journey Examples Dropout points in IVR interactions Business tasks that weren t completed on last call Last

34 How? Context Cookies Think browser cookies : Small data bits that track the customer journey Examples Dropout points in IVR interactions Business tasks that weren t completed on last call Last transaction performed in mobile app Last time the customer talked to an agent Last issue discussed with agent Most recent page of your website the customer visited 2015 Aspect Software, Inc. All rights reserved 34

To his surprise, the IVR remembers his transaction.

35 Demo: Prime Telecom (Click to listen) 1. Max calls in and tries to update his credit card expiration date. His call gets dropped. 2. Max calls in again, expecting to start from scratch. To his surprise, the IVR remembers his transaction. OR Max decides to turn to Prime Telecom s mobile Web app instead Prime Telecom will always offer to complete the last transaction if unfinished in previous session 2016 Aspect Software, Inc. All rights reserved 35

36 Did you know you can check your claim online at IVR: double you double you double you Seriously? I ve just been to your website 5 minutes ago! That s why I m calling!!!

37 IVR: I can see you just came from our website, checking on a claim. Let me connect you to a claim expert that will have your record on file and can help you right away... Wow that s awesome, thanks!

38 Messenger Demo

Demand Generation Businesses can reach out proactively, without

Engagement Customers can engage with automated dialogs using

Upsell Opportunities Businesses can maximize brick & mortar

Rich Media Disposable apps help with in-store

43 Surveys Post-sale surveys continue engagement and generate valuable data Natural Language Understanding helps create better insight than basic multiple choice 2016 Aspect Software, Inc. All rights reserved

Customer Self-Service Standard service and support questions can be answered

Contact Center Hi, this is Marvin from Monument Outdoors.

45 Agent-assisted Support from the Contact Center Humans are only a message away. No call this number and tell our IVR again everything we already know Full integration with your existing Contact Center Hi, this is Marvin from Monument Outdoors. You have a question about how to take good care of your new cookware? Maximizing use of blended (chat) agents no re-training needed 2016 Aspect Software, Inc. All rights reserved

46 HOW?

47 Application Lifecycle Management CXP Analyzer Debugger, Trace Viewer, Phone-less testing, Load Testing Administration CXP Developer Storyboard Manager Project Documentation 2016 Aspect Software, Inc. All rights reserved Grammar IDE

48 How? DESIGN ONCE Monument To make a reservation, please say the city and state first To make a reservation, please send the city and state first IVR TEXT DEPLOY ANYWHERE To make a reservation, please send the city and state first MOBILE APP SOCIAL 2016 Aspect Software, Inc. All rights reserved

Start with a Pilot: Selection Criteria Low Integration

required backend integrations Design ITR app for predictable user

that will make an impact Standard APIs (Web Service) Limit domain

49 Start with a Pilot: Selection Criteria Low Integration Predictability High Visibility High WOW Factor Complexity Limit required backend integrations Design ITR app for predictable user responses Choose a use case that will be noticed Pick a use case that will make an impact Standard APIs (Web Service) Limit domain Market it Design for I did not expect that! 2016 Aspect Software, Inc. All rights reserved

Example Applications Banking Account management Collections Branch and

Surveys Healthcare Appointment scheduling Prescription refills

surveys Utilities/SPs Account management Bill payment Appointment

50 Example Applications Banking Account management Collections Branch and ATM locators Alerts and reminders Payments Loan application updates Surveys Healthcare Appointment scheduling Prescription refills Clinical trial data collection Physician lookup Collections Patient surveys Utilities/SPs Account management Bill payment Appointment scheduling Upsell Same Use Cases as IVR! 2015 Aspect Software, Inc. All rights reserved

51 Next Steps 1 Map out your Customer Journey What s there already? 2 Brainstorm pilot implementation of innovation How can we WOW our customers to stay relevant? 2015 Aspect Software, Inc. All rights reserved 51

52 What s Next?

53 Omni-Channel Self-Service Self-Service when on-the-go: Mobile Apps, Interactive Text Response with Disposable Apps Self-Service when at work: Web Self-Service when driving/hands-free: IVR Self-Service at home: 2015 Aspect Software, Inc. All rights reserved 53

55 How does Alexa work? Build a skill, submit to Amazon for approval. Once approved: Ask <invocation name> <question beginning with a supported question word such as what, how, etc.> Ask <invocation name> to <do some action> Ask <invocation name> if/whether <question or request> Tell <invocation name> to/that <command> Open/Run/Launch <invocation name> (and <command>) Resume <invocation name> and <command> 2015 Aspect Software, Inc. All rights reserved 55

56 What can Alexa do for you? Customer Service Alexa, ask Prime Insurance when my life insurance premium is due Customer Support Alexa, tell Prime Insurance that my bill looks wrong Customer Up-sell Alexa, ask Prime Insurance about car insurance for my Model S 2015 Aspect Software, Inc. All rights reserved 56

57 Value Propositions Improve customer experience by making it easier and faster to get to basic business data via self-service Extend self-service paradigm to at-home Increase call deflection through increase of automation Reduce cost by porting telephony-based IVR to free Amazon Echo-based voice Increase brand reputation and show thought leadership resulting in positive press 2015 Aspect Software, Inc. All rights reserved 57