FINDING THE SWEET SPOT BETWEEN AI AND EI IN THE CONTACT CENTRE. Jonathan Sharp Sales & Marketing Director, Britannic Technologies Stand #F131

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1 FINDING THE SWEET SPOT BETWEEN AI AND EI IN THE CONTACT CENTRE Jonathan Sharp Sales & Marketing Director, Britannic Technologies Stand #F131

2 Unifying Communications and Customer Contact Cloud PBX / ACD On Premise SIP ISDN WAN / LAN Business Customers Devices Channels Compliance Infrastructure Systems Choice Presence Automation / Self Service Skills / Preference Aware Analytics / 360 view Staff / Resource

3 Extreme Ends of the Scale

4 Digital Transformation The way in which we work, play, communicate and consume products / services has transformed dramatically as a direct result of digital technologies fuelling changing expectations in the workplace and customer contact This will be further accelerated with the advances in AI

5 Customer Experience 89% of companies expect to compete mostly on the basis of customer experience.

6 Digital Customer Experience Digital Customer Experience success hinges on the question: How can technology be applied in the contact centre to expedite mundane customer interactions and personalise complex service interactions at the same time?

7 Channel Shift / Evolution Shift to DIGITAL PLATFORMS How do you support Digital Transformation? How do you offer / support the channel shift / choice? Can this be achieved through a single contact centre platform? Contact Babel Decision Makers Guide 2017/18

8 Self Service the financial argument Mobile Apps Website / FAQs IVR AI Communication Method Av Cost per transaction Live Telephone Call Handled by Agent 3.37 Live Web Chat 3.82 Social Media handled by Agent 3.07 IVR (Self Service) 0.60 Conversational AI 0.20

9 Self Service the financial argument Mobile Apps Website / FAQs IVR AI Communication Method Av Cost per transaction Live Telephone Call Handled by Agent 3.37 Live Web Chat 3.82 Social Media handled by Agent 3.07 IVR (Self Service) 0.60 Conversational AI 0.20 Financial argument driving interest!

10 The views of AI augment not replace! 90% either agree or strongly agree AI will be used to support Call Centre Agents AI provides opportunity to filter contact / interaction & increase agent time to spend on CX / personalisation / value! Contact Babel Decision Makers Guide 2017/18

11 #TMI Too Much Information If your staff are searching the website for information how easy is it to find? What if customers could self serve from the same information you are using (your website) - conversational AI? What quality control is there having your staff searching the wider internet for information? How could this process be streamlined? Contact Babel Decision Makers Guide 2017/18 What if you could guide consumers through the information / website so you could increase confidence to self serve?

12 Omni-channel CC

13 Single application Omni-channel Presence & Availability links front office and back office delivering a truly unified system and CX & UX Single application delivering ease of use for agent to manage diverse media types: Voice SMS Social Chat AI IoT Alerts / Automated workflows / notifications WebRTC Provides link between DX & CC Enable movement from one channel to another in a live interaction *Mitel system shown - other systems are available (we provide Avaya, Enghouse & Mitel Omni-channel CC technology)

14 WebRTC

15 Website 1 st point of contact Search engines drive visits SEO PPC

16 Website 1 st point of contact

17 Website 1 st point of contact What do you do when you get them there? Engagement, Interaction & Communication How do they contact us? - phone, enquiries page how connected is this to the digital journey?

18 What if things were different for customers? What if your customers could call you from your website with the click of a button and seamlessly move between: Chat Calls Video and Co-browsing...without having to: download anything repeat themselves or start a new communication thread?

19 WebCALL Web Calling More calls, higher conversions Convenient free calls for customers and business Improve website conversion rates Route calls by type (URL) to right team / queue Supports both VOICE and VIDEO calling Personal service via your website 1 click convenience No plugins, logins or downloads required Switch between chat, voice / video and cobrowsing Embedded 3 lines of code added to website. Calls integrate into existing telephony. Persistent across page. QoS monitoring of voice quality

20 WebCALL Web Chat Templated Messages Configure canned messages to maximise agent efficiency. Personal service via your website Escalate to Voice Escalate calls to an individual agent s extension, or forward into separate queues. Escalate to Video or Co-browsing Video or co-browsing within the same console. Reporting Full chat logs and analytics for every interaction.

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23 WebCALL Co-browsing Fast & Accurate Rendering See exactly what the customer sees. Works Personal with complex service website via your and website behind authentication walls. Interaction Interact with elements, jointly navigate the website, annotate, fill in forms and push documents. Security Co-browsing is restricted to your website (no other browser tabs or desktop). Mask sensitive elements e.g. PCI compliance

24 WebCALL Co-browsing Fast & Accurate Rendering See exactly what the customer sees. Works Personal with complex service website via your and website behind authentication walls. Interaction Interact with elements, jointly navigate the website, annotate, fill in forms and push documents. Security Co-browsing is restricted to your website (no other browser tabs or desktop). Mask sensitive elements e.g. PCI compliance

25 WebCALL Video enable your website Personal service via your website

26 WebCALL Real Time Insight Displayed to agents during calls Personal service via your website Customer Journey Agents see where the customer is on the website during calls and how long spent on each page Additional information QoS results shown, also other customer information passed through from the CRM or website login detail. Conveniently Displayed Available with voice, video, chat, and co-browsing. Automatically shown in inbound -and chats.

27 WebCALL Historical Insight Analytics Dashboard Real time and historic overview of system utilisation. Export reports and view chat transcripts. Personal service via your website Integration With Web Analytics See which web pages customers are calling from. Integrate with Google Analytics and others. Conveniently Displayed Available with voice, video, chat, and co-browsing. Automatically shown in inbound -and chats.

28 WebCALL Engagement Rules Engage Customers Intelligently Personal Offer contact service depending via your on website customer behaviour. Parameters include login, URL, tie on website. Agent Groups Use the customer s browsing context to route the request to the most suitable agent, group or queue. Website API Embed functionality into existing web elements.

29 Conversational AI

30 Why is Conversational AI a top 10 trend? Conversational platforms transfer complexity from the user to the technology. Instead of people needing to be computer literate, computers are becoming people literate. Personal service via your website The technology is still in the early stages of development, but it will advance to include context, maintain a dialogue and handle more complex interactions. People will then rely on these platforms to give them information and perform tasks on their behalf. In the future, intelligent agents will proactively engage users when necessary.

31 Conversational AI that s chat bot, right? Wrong! Personal service via your website CHATBOT REQUEST HANDLING IS COMPLETED THROUGH A DECISION TREE VIRTUAL DIGITAL ASSISTANT (AMI) SIMPLE QUESTION, COMMAND & MEMORY

32 Introducing AMI! Personal service via your website AMI WILL READ AND UNDERSTAND YOUR WEBSITE, INDEPENDENTLY DECIDING THE NATURAL LANGUAGE TO USE WITH YOUR CUSTOMERS TO MEET YOUR OBJECTIVES

33 Introducing AMI! Personal service via your website AMI S CONVERSATIONS HAVE OBJECTIVES AMI HELPS THE TEAM BY PROVIDING MORE QUALIFIED LEADS AND HELPING CUSTOMERS WITH THEIR QUESTIONS

34 Why should I be interested? 100% OF COMPANIES WITH AMI ON THEIR TEAM Personal service via your website SELL MORE 100% OF COMPANIES WITH AMI ON THEIR TEAM HAVE REDUCED THEIR CUSTOMER SERVICE OVERHEAD

35 AMI Case Study

36 Impact to your business? Ami has impacted the wider business. Ami is our virtual shop-keeper. The consequence Personal service has via been your website an overall conversion rate hike whether the channels are TV, direct mail, website etc. Ami has increased the amount of qualified leads, increased the basket size and is always tending the shop helping customers. Simon Hoe Global Ecommerce Director

37 Would you recommend AMI? Conversations work! Lots of data shows this to be true. We have a newsletter sign up on the home page 200 per month. Personal service via your website When Ami went live that jumped to 2000 opted in sign ups per month. This meant we had a greater audience to communicate with whom were engaged. We know this because Ami s opens are 52.4% versus 14.8% industry average with a unique click through of 13.9% versus 1.59% industry average. Simon Hoe Global Ecommerce Director

38 Industry view Chat-bots Personal service via your website BY 2019, 40% OF ENTERPRISES WILL BE ACTIVELY USING CHATBOTS TO FACILITATE BUSINESS PROCESSES

39 UX Evolution Personal service via your website UX 1967

40 UX Evolution Personal service via your website UX 2003

41 Industry view Conversational AI Personal service via your website BY 2022, 30% OF CUSTOMER SERVICE EXPERIENCES WILL BE HANDLED BY CONVERSATIONAL AGENTS

42 Conversational UX

43 AMI S CONVERSATIONS HAVE OBJECTIVES AMI HELPS THE TEAM BY PROVIDING MORE QUALIFIED LEADS AND HELPING CUSTOMERS WITH THEIR QUESTIONS

44 THE PROOF OF CONCEPT WILL SHOW AMI INCREASING WEBSITE YIELD FROM AFFILIATE AND OTHER TRAFFIC.

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50 #WTF!? By 2020, over 500 million consumers will make purchases using voiceenabled conversational AI on digital commerce platforms. By 2020, 40% of users will be primarily interacting with applications that support conversational UX with AI. By 2021, early adopter brands that redesign their websites to support voice search will increase their digital commerce revenue by 30%

51 Imagine a different world! How can technology be applied in the contact centre to expedite mundane customer interactions and personalise complex service interactions at the same time?

52 Todays Battlegrounds! Digital Transformation & Innovation are todays battlegrounds... Omni-channel contact centres Enterprise UC WebRTC Conversational AI Voice enabled AI the the human interface RPC (Robotic Process Control) Are all available now!

53 The opportunity To not only survive but THRIVE in this new DITIGAL ECONOMY!

54 Thank you Visit the stand #F131 to see it all working! Jonathan Sharp T: E: