Transforming Call Centers with and Watson Daniel Karadza - Account Executive Banking Rainer Größer - Leader Cognitive Practice IBM
The Service Center Challenge Solution overview Hands on Cognitive Service Center Values and way forward
The future of omnichannel customer service We ve reached a tipping point. Over 50% of organizations will soon be managing a multichannel contact center, featuring at least 8 different forms of contact methods. 7 of these are digital. THEN NOW Main focus: Optimize client experience and reduce cost! Dimension Data, 2015 Global Contact Centre Benchmark Survey
87% of contact centers forecast growth in digital traffic, while telephone will continue to drop. 2017 digital + IVR Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two year s time. Dimension Data, 2015 & 2017 Global Contact Centre Benchmark Survey
Watson solutions lead to higher efficiency and quality in Service Centers First Call Resolution Current self service solutions do not really reduce the number of requests Customers want to talk to agents very quickly As is: SELF-SERVICE LEVEL 1 LIVE AGENTS LEVEL 2 LIVE AGENTS First Contact Resolution With Watson more self service requests can be answered and resolved Seamless handover from VA to Service Center Agent Number of calls and costs are reduced Watson supports 1&2 level agents Expert knowledge and relevant customer insights ready to use Automation of customer inquiries To Be: SELF-SERVICE LEVEL 1 LIVE AGENTS LEVEL 2 LIVE AGENTS
SELF-SERVICE LEVEL 1 LIVE AGENTS LEVEL 2 LIVE AGENTS One Platform for all Interaction Channels 3rd Party Apps Video PureEngage Platform & BOT Gateway Virtual Assistant Agent Assist Social Media Number of calls and costs are reduced
SELF-SERVICE LEVEL 1 LIVE AGENTS LEVEL 2 LIVE AGENTS Channels 2. Virtual Assistant à Agent 1. Virtual Assistant à Human. 3rd Party Apps PureEngage Platform & BOT Gateway Virtual Assistant Automatisation Cognitive Contact Center Virtual Assistant 1) E-Mail-Automation 2) Virtual Assistant 3) Self-Service 1st Level Support 360 Cockpit 2nd Level Support 360 Cockpit
SELF-SERVICE LEVEL 1 LIVE AGENTS LEVEL 2 LIVE AGENTS Cognitive Contact Center Agent 360 Channels 1) Pre-formulated E-Mails 2) Suggested Solutions 3) Knowledge Retrieval 4) Cognitive Insights (Personality, Sentiment) 3rd Party Apps PureEngage Platform & BOT Gateway Virtual Assistant Automatisation 1st Level Support 360 Cockpit 2nd Level Support 360 Cockpit
Demo - Hands on Cognitive Service Center
Hands on Cognitive Service Center IVR à Natural Language Understanding & Automation The client calls the hotline and is able to use Natural Language for explaining the call reason. The IVR uses NLU to classify/identify the call reason and uses Waston to answer the customers request within a self service. Inbound Channel Nebenkosten Immobilie kaufen Outbound Channels Personalization IVR Gbank Welcome Prompt Client 1 Client 2 with Natural Lanuage Understanding (NLU) and Semantic Analysis Automation of Banking Self Services Haus kaufen Zusätzliche Kosten PureEngage Platform & BOT Gateway Watson BlueMix Services Robotics Engine
Value Proposition of & IBM + Improve Customer Experience - Reduction of Costs Cognitive Contact Center Solution for DACH & IBM - World wide partnership - Prebuild integration - Prebuild scenarios for - E-Mail Automation - Virtual Assistants - Voice / integration - 360 Cognitive Cockpit
Thank you! Daniel Karadza - Account Executive Banking Rainer Größer - Leader Cognitive Practice IBM
The CX mix Digital interactions continue to grow Percentage split by phone drops to new low, but digital transformation impacted by CX solutions that fall short 2017 2016 2015 Telephone (contact centre operations) IVR (touch-tone/speech) site (incl. knowledge portals chat (incl. instant messaging, co-browse) Social media (Facebook, Twitter, etc.) Mobile application (smartphone, tablet apps) SMS text Proactive automation services Internet of Things Video chat Copyright 2017 Dimension Data
Demo Cases 1. Fallabschließende Beantwortung Kundenanfrage per Virtual Assistant 2. Übergabe von Virtual Assistant an Service Center Mitarbeiter 3. Proaktive Ansprache des Kunden durch Virtual Assistant auf der -Site und fallabschließende Bearbeitung 4. Fallabschließende Beantwortung Telefonanfrage (Voice) zum Thema Baufinanzierung 5. Automatische Beantwortung einer email zum Thema Konto-Konditionen 6. Anzeige 360Grad Dashboard zum Thema Baufinanzierung
Inbound Channels 2nd Level empowered by cognitive Outbound Channels 3rd Party Apps Omni- Channel Standardi zation by Automation of standard requests 1st Level Support empowered by cognitive Omni- Channel Standardiz ation by 3rd Party Apps empowered by cognitive Watson BlueMix Services Robotics Engine
Inbound Channels Outbound Channels 3rd Party Apps Virtual Advisor Agent Assist 3rd Party Apps
bot à The client begins a conversation via a chatbot and a human agent seamlessly takes over within the chat window. bot à Agent The client begins a conversation via a chatbot and is provided a call throuth number to talk to a human agent. bot à The client begins a conversation via a chatbot while a human agent assists through. IVR à bot The client calls the hotline and is being send a link to follow instructions in an online chat window. (e.g. How To for online banking) Inbound Channels 2nd Level Support Transcript Overview Solution Suggestions Outbound Channels 1st Level Support Cognitive Cockpit 360 Assistant Automation Transcript Overview 3rd Party Apps Cross- & up-selling suggestions -Clustering -Bot Self-service 3rd Party Apps Engine Watson BlueMix Services Robotics Engine
Cognitive Contact Center Agent 360 1) Pre-formulated emails 2) Suggested Solutions 3) Knowledge Retrieval 4) Cognitive Insights (Personality, Sentiment) Inbound Channels 2nd Level Support Transcript Overview Solution Suggestions Outbound Channels 1st Level Support Cognitive Cockpit 360 Assistant Automation Transcript Overview 3rd Party Apps Expert Q&A E-Mail- Cross- & up-selling suggestions Automation Virtual Assistant Self-Service 3rd Party Apps Engine Watson BlueMix Services Robotics Engine
By 2020, smart agents will facilitate 40% of mobile interactions, and the post-app era will begin to dominate. Gartner Top Strategic Predictions for 2016 and Beyond: The Future Is a Digital Thing