[24]7 Active Share. Product Description Document. November 2017 Product Version: 3.0

Transcription

1 [24]7 Active Share Product Description Document November 2017 Product Version: 3.0

2 All or a portion of the information relating to the Products/ Technology covered under this document is owned by [24]7.ai, Inc. and its affiliates and is or may be patented by [24]7.ai, Inc. Trademarks used herein are trademarks of [24]7.ai Inc. or its affiliates. For a full list of patents and trademarks owned by [24]7.ai and for the terms of use, visit Use of this document and information contained herein shall be subject to the terms and conditions governing the usage of such [24]7.ai material. Information provided herein is for purposes of general understanding only. All rights reserved.

3 Table of Contents 1. Introducing [24]7 Active Share (Voice)... 5 Typical Voice Contact Centers... 5 The [24]7 Active Share Solution... 5 Business Benefits... 7 Enterprise Features... 7 Single Sign-on Integration... 7 Security... 7 Interaction Wall Elasticity Wall Events File Transfer Customer Widget Consumer Persona Tags Call Notes Transactions and Dispositions Transactions Dispositions Offline Cards Setting up Offline Cards as Admin Creating an Offline Card Customizing notification messages for an Offline Card Offline Card Agent Setup Auto-Call Summary Customer Experience Welcome Page Self-Serve of Wall Contents Customer Feedback Form Reporting Frequency Exporting reports Appendix 1 [24]7 Active Share Voice Solution Solution Characteristics Cards Characteristics Appendix 2 [24]7 Active Share Voice Optimization... 27

4 [24]7 Active Share Revision History Date November 2017 October 2017 July 2017 November 2016 April 2016 Comments Updated corporate naming Updated graphics and formatting Updated with Active Cards feature Updated with File Transfer feature First release 4

5 Product Description Document 1. Introducing [24]7 Active Share (Voice) Customer journeys today involve overlapping use of multiple channels. [24]7 Active Share exploits the ubiquity of the web towards fantastic call experiences. Adding a visual medium to the call experience help voice agents create rich visual logs of the calls as they happen, and share that content with the customer. This paradigm can be used by voice agents to improve the target metrics. [24]7 Active Share creates synergy between online/web-based channels and the voice channel. This simple innovation in the voice assisted sales and service creates a new data stream for the business to tap into. Voice agents get access to a new breed of web tools and callers get access to relevant content, right in the course of the call. Customers can even initiate the call process from web and mobile channels. [24]7 Active Share (Voice) employs multi-device; live content sharing technology, customer analytics and brand specific visitor side experiences. It enables the voice agents to: Initiate an online session with the caller Share content and apps over a wide range of customer smartphones, tablets, and desktops during the call and/or at the end of it (no downloads required) Save time while disposing the calls in CRM, using the summary auto-generated in [24]7 Active Share Collaboratively tag the customer and their journey to feed a machine learning loop, which in turn generates call advice for the agents These capabilities, in the hands of the agents, deliver differentiated call experiences and help agents influence the target outcomes. Typical Voice Contact Centers Typical voice contact centers follow legacy processes, and there is little innovation in the customerexperience arena. Their technology is still focused on front office enablement and voice interaction, even though web, mobile, and social media are revolutionizing customer expectations. The [24]7 Active Share Solution [24]7 Active Share is an extensible SaaS application that leverages web media to enhance the voice interaction experience and positively influence the outcome in sales and service scenarios. It also adds a visual medium to the call experience, giving voice agents access to web tools that provide callers with instant access to relevant content during the call. Agents and customers collaborate in real time using voice and web-based channels. The [24]7 Active Share Agent Console enables agents to: Initiate an online session with the customer. Share content and apps over a wide range of customer smartphones, tablets, and desktops during the call, with no downloads required. Tag the customer and journey to retain context and generate advice for other agents. [24]7.ai, Inc. 5

6 [24]7 Active Share Market Problems 24]7 Active Share Solution Features and Capabilities Inconvenience of transacting with lot of details over the voice channel, without a shared visual medium between the agent and caller Leveraging digital content in voice calls Consistent pressure to achieve better metrics like Conversion rate, NPS/CSAT Leverage ubiquitous web media to serve content and apps to callers, to deliver delight and transact with assurance [24]7 Active Share can be extended for sales and/or service use cases by integrating it with the right content source or packaging the right content into the solution By identifying the right use case and extending [24]7 Active Share with relevant content or apps the target business outcome can be improved incrementally Manual initiation of interaction by agents on the right device Live, experiential content sharing on a wide range of visitor devices Solution extensible with business specific content and apps Visual log of interactions Sharing of log after the call Solution extensible with business specific content and apps Visual log of interactions Sharing of log after the call Out of the box reports on content/app usage Customer and journey tag data capture Call handling recommendations to agents Solution extensible with business specific content and apps Out of the box reports on efficacy and content/app usage Managed cloud service with continuous optimization in program performance [24]7 Active Share experience is designed to be domain sensitive Online sessions are powered by low-latency, live content sharing technology. Online sessions are designed to continue operating; even if the connection, network, or device fails, the content and connection will not be lost. With [24]7 Active Share, customers can also initiate the call process directly from the web and mobile channels they are using. 6

7 Product Description Document Business Benefits [24]7 Active Share drives: A conversion rate that is approximately 25% higher than calls in which [24]7 Active Share is not used. Higher customer satisfaction (CSAT) and net promoter score (NPS) and first contact resolution (FCR) compared with legacy chat platforms (increase rates may vary with specific customer journeys). A new data stream from voice operations in [24]7 Active Share that enables better customer handling and incremental optimization, without waiting for costly manual transcription and measurements. Enterprise Features Single Sign-on Integration [24]7 Active Share supports single sign-on (SSO) for authentication using SAML 2.0 authentication standards. Our current SSO configuration supports Identity Provider (IdP) initiated single sign-on (SSO). This allows users to benefit from easier password management, and simplifies management, administration, and auditing of users. Security Our security and compliance frameworks adopt the Trust Services Principles under Attestation service (based on AT 101) criteria and have incorporated requirements from various data security standards, privacy laws and other regulatory requirements of the geographies where we operate. [24]7.ai, Inc. 7

8 [24]7 Active Share 2. Engaging the Customer When a customer calls, the agent initiates the [24]7 Active Share transaction from the Agent Console. The agent performs a search to locate the customer record and establish the caller s identity. If a customer record is not found, the agent is prompted to create a customer record. During a call, an agent can extend an invitation to engage the customer with web media. When the customer agrees, the agent sends an SMS invitation or an invitation. The invitation contains a single-use, short web URL. When the customer clicks the link from a web-enabled device, a standard welcome page appears that tells the customer what to expect and provides compliance and legal information. The live transaction begins once the customer accepts the terms and conditions. 8

9 Product Description Document The agent is notified when the customer has successfully accessed the URL and session has been established. [24]7.ai, Inc. 9

10 [24]7 Active Share 3. Agent Support [24]7 Active Share provides agents with multiple ways to serve customers and add details to the disposition in the customer relationship management (CRM) tool. A detailed disposition helps maintain a contextual history of engagement with the customer and is often a mandatory step in the call handling process. Interaction Wall Using [24]7 Active Share, agents can create a visual log of the call interaction using the Interaction Wall a space in the UI where the agents can populate content. The content can be plain text, packaged content, apps, forms, or dynamically pasted content that has to do with the customer experience. The agent can operate Interaction Wall in solo mode or customer can be invited to the view at any point of the time. The agent can populate the Interaction Wall using one or more of the following elements (generically called Cards), which are customized solutions provided by the Service Delivery team from [24]7.ai Note: The following behavior for Apps, Forms and Templates is as recommended, but depending on solution needs these experiences could be tweaked and can be slightly different from what is defined below. Apps self-contained web widgets that encapsulate functionality and provide their own dynamic behavior, navigation, and content. Examples of Apps include a mobile plan value calculator, store locator, coverage checker, or premium calculator. Forms web forms are used to capture structured data and provide their own validation, encryption, and masking logic against each field. Examples of Forms include travel details, card applications, customer registration forms, or payments forms. Templates a structured layout that provides empty areas where agents can upload, paste, or select content to send to the customer. Examples of Templates include product details, product comparisons, or quotes. Note: Contact your [24]7 Active Share sales engineer for additional information about customized Cards. All significant events in the transaction and online session are posted to the Wall as system messages and cannot be edited. These events are also logged by the system at the back end. The Interaction Wall persists through the transaction until disposed. There may be one or more agent-customer online sessions in the same transaction using the wall. Elasticity The wall reflects the visitor s user agent/device real estate at all times; that is, the size is proportionate to the visitor s device being used. The orientation, however, is locked to be in the vertical or portrait mode for all smartphones and tablets. Wall Events All significant events in the transaction and online session are posted to the wall as system messages and cannot be edited by anyone. These events are also logged by the system at the back end. Examples of events would be customer notifications, forms posted, or forms submitted. All the transaction events are shown as popups. All significant Wall events are captured in the transaction report either at the summary or detail level. For example, Templates used, the number of online sessions, duration of session, user agent used, etc. 10

11 Product Description Document File Transfer [24]7 Active Share administrators can now configure the File Transfer feature to allow the visitor to exchange files with the agent during a chat interaction. Configuring the File Transfer feature 1. Log in as Administrator and under Site administration tab, click the Clients option. 2. Click on your client name, the Change Client window opens. 3. Select the Allow File Transfer to enable the file transfer feature in Active Share. Visitor side experience During a chat interaction, the visitor gets an option to capture and share the picture with the agent. To transfer a file: 1. During the chat interaction, at any point of time, click the File Transfer icon, as shown below. [24]7.ai, Inc. 11

12 [24]7 Active Share 2. Browse to select the image or file you want to transfer to the agent and click Send. 3. The file transfer process is initiated with the notification message displaying the status of the transfer, as shown below. Agent side experience Once the visitor initiates the file transfer, a notification message informing the file transfer is displayed to the agent. To view the transferred file: 1. After a successful file transfer, the agent can view the thumbnail of the image in the chat console. 12

13 Product Description Document 2. Click on the image to view it in a new tab. Restrictions and Limitations The File Transfer feature has the following limitations: Supported image formats:.jpg,.jpeg,.png Maximum file size is 50 MB Error Handling If the file transfer fails due to a network disconnect or incorrect file types, etc., the system will not store the partial uploaded content. It will allow the visitor to retry uploading the image for maximum three times. Customer Widget A Customer Widget on the top left area of the Interaction Wall contains identifier information on the customer (name and search property value) and and phone number fields. The agent can edit the name, , and phone number fields at any point during the transaction. Consumer Persona Tags [24]7 Active Share contains a list of tags that agents can apply to the customer s profile with a single click. These tags capture the agent s human perception of the customer s persona, behavior, and attributes. Input from all agents are averaged and used to: [24]7.ai, Inc. 13

14 [24]7 Active Share Generate targeting information and optimization strategy offline Provide call handling recommendations to the agent (not available in beta version) The tag list is configurable, and the selected tags are shown in the reports. Agents can collaborate to leave hints for each other about a customer while disposing off the call. Hints are displayed in the customer widget and are immediately visible to the subsequent agent. Call Notes [24]7 Active Share provides a simple, auto-save notepad that agents can use to maintain call notes. 14

15 Product Description Document 4. Transactions and Dispositions [24]7 Active Share provides seamless interactions using voice and web/mobile channels. Agents can initiate transactions with customers, work independently to collect customer information, and create a detailed Interaction Wall about each customer s journey. Transactions A transaction begins with a successful customer search or the creation of a new customer record. During the transaction, there may be one or more online sessions between the agent and the customer. Online sessions enable agents and customers to collaborate in real time. Agents use the Invite widget to establish an online session with the customer. Once the session is established, agents can help customers fill out forms, co-view content, and co-browse applications and layered templates. During the session, both the agent and customer can refresh the page without losing the session. If the agent does not end the transaction, it will automatically time out after 30 minutes of inactivity. If an online session is in progress, termination can be initiated either by the customer or the Agent If the customer initiates the termination, the agent is informed of the termination, but can continue with the transaction in solo mode until the agent is ready to end the transaction. If the agent initiates the termination, the customer is shown the feedback form while the disposition flow is started for the Agent. The transaction is concluded with a disposition in [24]7 Active Share. Dispositions At the end of the transaction, the agent is required to complete the disposition form. The disposition form has three parts: [24]7.ai, Inc. 15

16 [24]7 Active Share A static page that collects basic information: A dynamic page that collects information based on whether the online session was initiated (content varies depending on the nature of the transaction): A summary page that displays the customer s information: 16

17 Product Description Document Solo Sessions Agents can create visual logs corresponding to the call interaction. This log can later be used for disposition in CRM or be shared with the customer via their . If the agent does not happen to use the feature, they can still use the customer widget, hints, and notes. Agents can use the Invite widget to establish an online session with the customer. The online sessions are fault tolerant at a certain level to connection, network, and device issues (they persist so that [24]7.ai, Inc. 17

18 [24]7 Active Share content is not lost). However, if the customer or agent quits, the session is closed and a new one needs to be started. Agents and visitors can collaborate in real time, for example, they can co-fill forms, co-view content and co-browse applications and layered templates. Agents can use content from websites, fill it in templates and share with the customer. Please see Interaction Wall for more details. Offline Cards The Offline Card feature, introduced in Active Share release 2.10, allows an agent to send invites through SMS or during an interaction and the visitor can respond to any pending offline cards after the interaction is ended. The visitor response will be captured and is available for the agent and the lead under the Offline Transaction Report for further reference. The report includes the following fields: Offline Interaction Start Time The date and time when the first offline card was pushed to the visitor. This value should be same as notification sent time in transaction report. Type of Card This value should be auto populated by the type of card configured (T&C, Appointment, etc.). Action taken by Visitor The action taken by a visitor ("No Action", Y or N for T&C, <timeslot> for Appointment). Action taken by Agent The action taken by an agent ("No Action", Y or N for T&C, <timeslot> for Appointment). The feature is available to an agent once it is activated from the admin side. Setting up Offline Cards as Admin Enabling and Disabling the Offline Card To enable the Offline Card feature: 1. Log in as client admin 2. Select Clients Client name. 3. Select Allow Offline Cards Enter the required information in the following fields: Enter the Offline Cards Validity- Enter the offline card's validity in hours. Maximum value is 120. Default value is 48 Enter the Offline Cards agent action buffer time- Enter the duration in hours during which an agent can complete an offline action, after the expiry of the card. Default value is Select Send notification to the visitor for every offline action card performed. 5. Select Save. 18

19 Product Description Document To disable the Offline Card feature: Select Clients Client name Uncheck Allow Offline Cards Creating an Offline Card To convert any card to an offline card: 1. Log in as client admin. 2. Select Apps. 3. Select any card. 4. Enable Make this card Offline. Customizing notification messages for an Offline Card To customize offline card notification messages: 1. Log in as client admin. 2. Select Client templates ClientTemplates object Enter the required information in the following fields: Offline Invite sms- Content of the offline invite SMS sent by an agent Offline Invite - Content of the offline invite sent by an agent Offline invite subject- The subject of the offline invite [24]7.ai, Inc. 19

20 [24]7 Active Share Offline agent action - Content of the offline agent action Offline agent action sms- Content of the offline agent action SMS Offline agent action subject- The subject of the offline agent action 3. Click Save. Offline Card Agent Setup Once the Offline Card admin setup is completed and the Offline card is active, log in as an agent. The Offline Cards tab will now be enabled. To perform an offline card push, the Offline Invite should be enabled. Using the Offline Invite button, an agent can send offline invites (SMS/ ). 20

21 Product Description Document Post disposition, the agent will be able to track the offline invite activities from the Offline Card tab. Once the agent receives the response from the visitor, the agent has to complete the action by clicking the Complete button. Once the agent completes the action by clicking Complete, the status of the card changes to Completed. Auto-Call Summary When the agent has completed the disposition sections, the agent has the option to edit and save an auto-call summary and the transcript of the interaction to the visitor s ID. [24]7.ai, Inc. 21

22 [24]7 Active Share Customer Experience Welcome Page As soon as a visitor clicks the invite link, they are shown a standard welcome page, as shown below. The visitor has to click Accept in order to proceed to live interaction. Clicking Decline shows the standard thank you page. Self-Serve of Wall Contents During the transaction, the customer can the contents of the wall to any single ID. A record of the transaction is shown in the reports. Customer Feedback Form The Customer Feedback Form is presented to the customer at the end of the online session. The form has a message area to reiterate how the session came to be terminated, a standard list of feedback selections, and an open text field for feedback. Completion of this form is optional. 22

23 Product Description Document [24]7.ai, Inc. 23

24 [24]7 Active Share 5. Standard Reports Select the report type and the date range to view the reports, as shown below. The following reports are standard to [24]7 Active Share (Voice) and are accessible to leads and managers. Report Name Transaction Report Login Report Session Quality Report Description A transaction that starts at the time of customer id being entered by the agent and ends with agent disposition/abnormal termination. A transaction may or may not have a two-party online session involved. A transaction report just gives the final outcome of the transaction and if even one online session was established within the transaction. Reports on login duration, number of transactions online and otherwise. Qualitative feedback captured from an agent from disposition Interaction stats captured automatically during interaction. Reasons for session invite being sent/not sent, session not started. Invite Report List of invites, modes, and user agents (browser, OS, device) used for the online session in a given transaction/live sync session. Reporting Frequency Reporting data is refreshed every 60 minutes. However, the reports could be extracted anytime from the Reports tab. 24

25 Product Description Document Exporting reports [24]7 Active Share currently supports export or reports in the XLS, CSV, and the PDF formats. Additional formats such as HTML can also be supported on request. [24]7 Active Share can provide web APIs for export of data in CSV or XML formats, as well as in the form of custom SFTP drop, on request. [24]7.ai, Inc. 25

26 [24]7 Active Share 6. Appendix 1 [24]7 Active Share Voice Solution [24]7 Active Share relies on apps, forms, and templates (Cards in general) to deliver the online experience. It is very important that the use cases should be carefully selected. Solution Characteristics The solution should be designed to impact specific metrics, of relevance to the operations floor. Merely a reduction in AHT is not a good goal to chase, lifting the experience of interaction and using it for outcomes like conversion and resolution is the thing to chase. Call split analysis and categorization data should be used to prioritize the customer journey to be targeted. The set of Cards being provided should have coverage of the end-end journey and should be modular. Cards Characteristics Should be designed keeping in mind that they will be viewed by the visitor on media of multiple sizes. Responsive design and coding should be used. Should have a configuration (by agent) stage if required and a pushed stage. Should be of reasonable size (keeping in mind the loading time). API options should be explored with clients. If APIs are available it can provide a great deal of dynamism and live integration to ready data sources something that can benefit operations greatly. 26

27 Product Description Document 7. Appendix 2 [24]7 Active Share Voice Optimization [24]7 Active Share provides the following tools for continued optimization by the Operations and Optimization teams: Reports for data points on login, transaction, online session, quality of sessions, invite statistics, etc. Additional customer contact information captured in customer widget, which might not be there in CRM. If this contact information if already used in interaction (for sending invites to), it will show up in the reports. Visitor persona tags (Visitor traits) part of the transaction report and can be used for retargeting based on type of customer. Notes can be subject to data mining process perations and Optimization teams can establish an understanding of what to capture in notes and what verbiage to use, so that it can be mined in reference to transactions. Subjective fields in disposition form could be instrumented in general for feedback and be subject to mining. These could also be re-purposed for special purposes and be mined. Similarly, fields like Hints and Subject can be mined/monitored. Operations and Optimization teams can establish an understanding of what to capture and what verbiage to use. Interaction history can be mined for use of Cards and data captured as the end-state of each Cards. Customer feedback can be leveraged for optimization. [24]7.ai, Inc. 27