Agents & Automation: Enhanced Omni-Channel Customer …€¦ · Presented by: Martin Taylor,...

TM

Agents & Automation: Enhanced

Omni-Channel Customer Engagement

Presented by: Martin Taylor, Deputy CEO, Content Guru

TMTM

Content Guru

Who We Are

Manufacturesspecialised hardware

and software for communications

services

Delivers multi-channel

communications through the cloud

using Redwood technology

TMTM

Content Guru

Award-Winning Solutions

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Content Guru

Trusted by Hundreds of the World’s Largest Organisations

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Content Guru

The storm® Platform

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Introducing the AI Revolution

An Unstoppable Force…

In 2017 there were over

4 billion consumer devices with AI-powered digital

assistants- IHS Markit

By 2020, 85% of customer

interactions will be managed

without a human- Gartner

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Introducing the AI Revolution

… Should we Fear it?

“With artificial intelligence we are

summoning the demon”

- Elon Musk

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The Journey Towards AI

…Should we Fear it?

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Agents and Automation

Friends or Enemies?

VS

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Improving the Agent Experience

AI in the Contact Centre

UNDERSTAND

Data to equip agents with

information to offer personalised

interactions

ANSWER

Help agents make informed decisions with deep analysis

of unstructured and complex data

GUIDE

Assist agents by recommending

quick and accurate answers to complex

questions

SHIELD

Protect agents from dull and

repetitive tasks that are

unrewarding

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Improving the Agent Experience

Agent Training and Attrition

3 month training programme… … but a 73% annual agent turnover

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Improving the Agent Experience

Why Are Agents Dissatisfied?

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Improving the Agent Experience

Dealing with Customer Complaints

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Consistent Omni-Channel Customer Journeys

Unified Data & Communications

360º

Customer View

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Improving the Customer Journey

Reducing Repetition

NamePostcode

Mobile NumberReason for calling

NamePostcode

Mobile NumberReason for calling

NamePostcode

Mobile NumberReason for calling

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Improving the Customer Journey

Chatbots: Effective Use of Automation and Agent

Where is my parcel?

It will be delivered tomorrow at 11am.

Which cables and accessories would be most suitable for this project I am working on?

I would like to cancel my order.

Sure, I have cancelled order 24M8S6.

Tell me more about your project.

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Part Automation

NHS Self-Triage

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How can AI help Local Government?

Natural Language Processing

Routing a Customer Call

“I want to know when my bins will be collected”

“BINS” = WASTE SERVICES

Waste Services

Library Services

Social Services

“Hi, how can I help with your waste today?”

Consistent Omni-Channel Customer Journeys

Effective Analysis

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Agents and Automation

Enhanced Omni-Channel Customer Engagement

TM

Content Guru Limited, Radius Court

Eastern Road, Bracknell RG12 2UP

t: (44) (0)1344 852 350

f: (44) (0)1344 852 351

w: www.contentguru.com

Questions?

Martin Taylor, Deputy CEO

mht@contentguru.com