HEALTH & PUBLIC SERVICE VIRTUAL AGENTS. June 2018

Transcription

1 HEALTH & PUBLIC SERVICE VIRTUAL AGENTS June 2018

2 THE TECHNOLOGY IS READY TO LEARN AND SCALE CITIZENS DEMAND MORE: ANYWHERE, ANYTIME, ANYTHING Citizens expect a better and consistent user experience across channels Artificial intelligence solutions propose human-like interactions and can be used throughout channels CITIZENS ARE LOOKING FOR DIGITAL SERVICES 85% of citizens are expecting the same or higher quality from public sector digital services as they do from commercial organizations

3 THE RISE OF THE VIRTUAL AGENT 47% OF GLOBAL JOBS COULD BE REPLACED BY AI IN 2030, BUT NEW AI-RELATED TECHNOLOGIES WILL ALSO BOOST PRODUCTIVITY AND GENERATE ADDITIONAL JOBS ELSEWHERE IN THE ECONOMY. Gartner predict that by 2020 smart agents will facilitate 40% of mobile interactions, and 20% of brands will abandon their apps. IDC forecasts the 2020 VA market to be worth at least $15B/year, representing ~30% of the cognitive market. AI will create a demand for a new no-collar workforce focused on AI ecosystem, replacing traditional blue-collar jobs. 89% Have a neutral or positive perception of VAs 6 +55% would prefer a bot to a human if the same result can be achieved % of bookkeeping jobs can already be automated 2 $1bn is being invested in how to use AI safely 9 47% Global jobs could replaced by AI by By 2020, the average person will have more conversations with bots than with their spouse

4 WHERE IS IT GOING? A 10-year view on the future of AI and how it could impact the consumer experience and organization of the future will be the year when powerful customer insights are liberated by AI (Forrester) By 2020, 85% of customer interactions will be managed without a human (Gartner) By 2022, more than half of customers will select services based on AI instead of traditional brand (Accenture) By 2024, most interfaces will not have a screen, and will be integrated into daily tasks (Accenture) By 2027, digital assistants will keep employees productive 24/7/365, operating in the background for workplace interactions (Accenture) Copyright Accenture. All rights All rights reserved. reserved. 4

5 THE POWER OF VOICE 5

6 WHAT IS A VIRTUAL AGENT? OUR DEFINITION A smart assistant that interacts with people and machines, harnessing the power of Artificial Intelligence* to inform, support and advise, helping them with their tasks, challenges and goals *Artificial Intelligence: Smart machines that extend human capabilities by sensing, comprehending, acting and learning allowing people to achieve much more. SENSE Real-Time Instant Messenger Voice Image Asynchronous Text Avatar Tone of Voice & Sentiment Voice or Text Interface User Interface COMPREHEND Natural Language Processing Vision processing Knowledge Base API ACT Delegation Enterprise systems 3rd Party Systems Robotic Process Automation Social LEARN

7 CONVERSE - ACCNETURE VIRTUAL ASSISTANT PLATFORM Mobile - Android, IOS Web Angular JS Social Facebook Messenger Enterprise Skype, Slack Voice Amazon Alexa, Google Home SMS Twilio Connector Multi Channel Adapters Authentication Authorization Context provision engine Intelligent Notifications Converse Channel Manager Rich UI Cards, carousels Web, Mobile, social Channel Adapter Context Manager Persistence Disambiguation Engine Adjacent Services from (XaaS core) Social Listening Geospatial tracking Integration Hub (Node js, WSO2) Identity Manager Multi-channel context Dashboards & reporting AI /NLP agnostic metamodel Connectors Conversation NLP Q&A API DIALOG Sentiment Human Agent Enterprise Backend ERP/CRM IOT Analytics Legacy On-Premise 7

8 BENEFITS AND OPPORTUNITIES Well-Implemented Virtual Agents can have numerous and far reaching benefits. The reduction of contact center traffic A European governmental financial institution now handles 40% of its customer interactions without human intervention resulting in a 30% improvement in the speed of service The fulfilment of new requests at reduced cost On average, call computerization solutions deliver 60-80% cost saving compared to human powered call centers. Ability to meet seasonal surges in demand A VA implemented in a European governmental department saw a reduction in demand of 55% for operator tasks. Increased service hours and languages In Oregon, we are building an English and Spanish Chatbot that will provide Q&A support for a new retirement system through Facebook Messenger Improved customer experience and engagement A government department in southern Europe now has 75% of its raised tickets resolved by virtual agent, increasing user satisfaction by 20 points. Improved flexibility/ time to market The VA can be changed out in an instant for an updated version, and can proactively obtain survey information Improved Compliance and auditability A major UK Bank is considering implementing a VA after assessing Collette, a fully MCOB-compliant virtual mortgage adviser chatbot, increasing visibility and the capture of information. Increased quality The implementation of a VA for a Retail client increased click-through by 60% based on product recommendations.

9 VA BENEFITS OUR EXPERIENCE 60% 80% 88% Handling Time optimization The average handling time reduction delivered by our VA solutions User Satisfaction Increase in positive user experience and user satisfaction using Accenture delivered VA solutions Staffing Optimization The average FTE reduction delivered for our clients via VA implementation 9

10 OUR TYPICAL USE CASES Virtual agents are not just a new customer channel or user tool; they will power the next generation of digital experiences. We typically see three high-level use cases. Employee Enablement 24/7 Customer Care Customer Advisory 10

11 TYPICAL DEPLOYMENT JOURNEY The typical deployment journey goes through 6 stages: RE IMAGINE* PROOF OF CONCEPT** PILOT SCALE EXPAND AND MANAGE ITERATIVE LOOP BY SELECTED USE CASE VA CAPABILITIES 1 2 to 4 weeks DISCOVER Accenture insight into what works and what not Initial results market scan: what are others doing? How can we understand the market need, solving the challenge from the customer point of view? 2 DESIGN & PLAN Describe service vision and principles for uses cases Develop value drivers for use cases Create prototype Plan and get ready for PoC 2 to 6 weeks PROOF OF CONCEPT Controlled learning of VA technology with a focus on select use case 2 to 4 weeks PILOT Continued learning of the VA based use case Complete high level assessment and roadmap to transition SCALE End to end implementation of VA based solution with systems and available for all channels and customers EXPAND & MANAGE Expand platform to additional business units and deploy ongoing improvements TIME *RE-IMAGINE PHASE define future customer journeys and processes that will input into the PoC **PROOF OF CONCEPT PHASE develop PoC iteratively to align to future processes out of the Re-imagine phase

12 FUTURE OUTLOOK WHAT TO EXPECT IN THE NEXT 2-3 YEARS FOR VIRTUAL AGENT TECHNOLOGIES. Exponential bot take up Drastic boost in VA adoption across phone and IM: Bots are the new Apps. Bots will quickly become a competitive necessity, and those slow off the mark, will loose out. Improved NLP Accuracy Natural Language Processing Accuracy will shoot from 90-95% accuracy to 99%; dramatically improving customer experience. Emergence of messaging The emergence of asynchronous messaging for VA enables customers to progress from a one time conversation to conversations that can be stopped and picked-up again, at a time convenient to the consumer. Voice & Emotion Improvements in speech recognition and language translation will soon be coupled with emotion and sensitivity perception. Virtual agents will become increasingly responsive to human needs.