Speech Analytics Has Found Its Voice With AI Ian Jacobs

Transcription

1 CX NYC 2018 Speech Analytics Has Found Its Voice With AI Ian Jacobs

2 Speech Analytics is a top AI priority for enterprises Which of the following building blocks are/will you be using for AI? Virtual agents Machine learning platforms Decision management Speech recognition Speech analytics Image and video analysis Deep learning platforms Facial recognition Robotic Process Automation Intelligent recommendations AI-optimized hardware 28% 26% 25% 25% 24% 23% 23% 23% 21% 21% 21% Top 11 AI building blocks shown. Base: 577 North American data and analytics decision-makers Source: Forrester Data Global Business Technographics Data And Analytics Survey Forrester Research, Inc. Reproduction Prohibited 2

3 Emotion rises to the top 2018 FORRESTER. REPRODUCTION PROHIBITED. 3

4 CX stagnation has set in! 2018 FORRESTER. REPRODUCTION PROHIBITED. 4

5 Service influences the three E s of CX CX quality Customer service quality Customer service rep (CSR) is empathetic and understands customer needs Emotion Brand values customer s time Company makes customers feel valued Access to customer service is convenient (e.g., phone, app, or chat) Ease Customer can easily reach a live person when needed CSR has the authority to solve problems without having to ask a supervisor Company resolves issues quickly Effectiveness CSR makes sure that all of a customer s questions are answered Company repairs or replaces faulty products 2018 FORRESTER. REPRODUCTION PROHIBITED. 5

6 Not enough focus on emotion or too much focus on effectiveness CX quality Emotion Ease Customer service quality Customer service rep (CSR) is empathetic and understands customer needs Brand values customer s time Company makes customers feel valued Access to customer service is convenient (e.g., phone, app, or chat) Customer can easily reach a live person when needed CSR has the authority to solve problems without having to ask a supervisor Effectiveness Company resolves issues quickly CSR makes sure that all of a customer s questions are answered Company repairs or replaces faulty products 2018 FORRESTER. REPRODUCTION PROHIBITED. 6

7 How do you influence emotion in customer service? 2018 FORRESTER. REPRODUCTION PROHIBITED. 7

8 AI-fueled speech analytics provides one route Emotional cues to the agent Real-time CX health check Source: Cogito 2018 Forrester Research, Inc. Reproduction Prohibited 8

9 Personality matching analytics-driven routing Source: Mattersight 2018 Forrester Research, Inc. Reproduction Prohibited 9

10 Augmented Intelligence and call routing AI Insights + AI Orchestration + Human Engagement Personality classification Customer-agent matching/routing Quality humanhuman interactions 2018 FORRESTER. REPRODUCTION PROHIBITED. 10

11 Speech analytics can even predict NPS Source: Calabrio 2018 Forrester Research, Inc. Reproduction Prohibited 11

12 Speech Is An Untapped Gold Mine Source: James St. John 2016 Forrester Research, Inc. Reproduction Prohibited 12

13 Think of what you can tell from speech What customers want Intent extraction How customers feel Who customers are Sentiment, tone & emotion Demographics & personality With AI, we can extract and take action on these insights at scale 2018 FORRESTER. REPRODUCTION PROHIBITED. 13

14 Augmented Intelligence for better customer experiences Feel Anger / Irritation Fear Joy / Laughter Sadness Surprise Excitement Convey Empathy Energy Engagement Tone Listening Source: Senado Federal - flickr Call-level NPS & CX scores Real-time Rep Coaching 2018 Forrester Research, Inc. Reproduction Prohibited 14

15 DYKWIA??? 2018 FORRESTER. REPRODUCTION PROHIBITED. 15

16 With AI, machines can know who we are Demographics Age Gender Education Political Leaning Conservative Liberal Libertarian Green PCM Organizer Original Connector Doer Advisor Dreamer Myers Briggs Extrovert Introvert Sensor Intuitive Thinker Feeler Judger - Perceiver OCEAN Agreeableness Conscientiousness Extraversion Emotional range Openness Values, Needs Helping others Self enhancement Love, curiosity 2018 Forrester Research, Inc. Reproduction Prohibited 16

17 Marketing campaign optimization AI Insights + AI Orchestration + Human Judgement Speech analytics to identify call drivers Automatic matching to online Ad spending Marketers optimize keyword bids >50% decrease in total campaign spending + greater lead volumes 2018 FORRESTER. REPRODUCTION PROHIBITED. 17

18 Joining the AI Speech Analytics revolution AI-fueled Engagement Analytics Platforms AI APIs & Developer Tools 2017 FORRESTER. REPRODUCTION PROHIBITED. 18

19 Potential for speech analytics in driving healthier (and happier) people Stress Management 2018 Forrester Research, Inc. Reproduction Prohibited 19

20 Potential for speech analytics in driving healthier (and happier) people PTSD & Brain Injury 2018 Forrester Research, Inc. Reproduction Prohibited 20

21 Potential for speech analytics in driving healthier (and happier) people Coronary Artery Disease 2018 Forrester Research, Inc. Reproduction Prohibited 21

22 Cat s soccer pants? Source: James St. John 2016 Forrester Research, Inc. Reproduction Prohibited 22

23 AI can make mistakes less relevant Tuffy (dog toys) consistently heard as taffy Machine learning consistently fixes the error 2018 Forrester Research, Inc. Reproduction Prohibited 23

24 Despite the irony, AI can imbue interactions with emotion Source: Luis Miguel Bugallo Sánchez 2016 Forrester Research, Inc. Reproduction Prohibited 24

25 Thank you Ian Jacobs ijacobs@forrester.com For further reference: New Tech: AI-fueled Speech Analytics Solutions (forthcoming) New Wave: AI-fueled Speech Analytics Solutions (forthcoming)