© WDS, A Xerox Company. 2014 All rights reserved.
Tim Deluca-Smith Head of Marketing, WDS, A Xerox Company [email protected]
Customer Care 2.0 & omni-channel challenge
© WDS, A Xerox Company. 2014 All rights reserved.
2015: A tipping point
2012 2014
Voice
Non-Voice
2017
The dynamics of customer interactions are causing massive shifts in the way care services are being delivered. Already, voice is becoming a back-up for other channels as we approach the tipping point.
2015
© WDS, A Xerox Company. 2014 All rights reserved.
By 2020, the customer
will manage 85% of the
relationship with an
enterprise without
interacting with a human. (Source: Gartner)
© WDS, A Xerox Company. 2014 All rights reserved.
The first machine age
1910 2000 1960
© WDS, A Xerox Company. 2014 All rights reserved.
The second machine age…
1960 > 1990
© WDS, A Xerox Company. 2014 All rights reserved.
But the basics remain…Customer Effort
11 11
-8
-35
Brand NPS by number of support interactions (6 month period).
The frequency of support interactions has a negative
impact on brand NPS [regardless of satisfaction].
0 1
2 3+
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If content is king then consistency is queen…
The most personal
The most convenient
The most immediate
Why did you choose this care channel
55% 52%
9%
26%
3%
22% 30%
11%
42%
90%
70% 70%
50%
25%
15%
77%
Was your interaction successful (yes)?
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The [inconsistent] digital care experience
65%
5%
20%
25%
Digital
Contact Center
Digital & Contact Center
60%
20%
15%
Source: McKinsey (S) 2011
Manual / Guide
Friends
Phone
Digital
Preference
Actual
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The [inconsistent] digital care experience
It’s too hard to find the answer
There’s no help for my problem
I expect an immediate response
It’s too impersonal
20
% The % of call
volume driven by failed self-service transactions.
Many companies are finding that existing [digital] self-service deployments are unprepared to meet the changing [omni-channel] care market; lacking the data analytics, sentiment analysis or machine learning capabilities required to meet ever aggressive call deflection and customer satisfaction targets.
© WDS, A Xerox Company. 2014 All rights reserved.
The data advantage
The digital paradox: Your digital strategy starts with your contact center. Your contact centers are rich in data. They are the knowledge hub in your digital care strategy. The companies that will succeed are the ones that understand the richness of this data and are able to harness it to improve the entire care mix.
© WDS, A Xerox Company. 2014 All rights reserved.
The data advantage
Consistent & relevant digital care experience
The ability to understand, learn and action on your care intelligence is core to delivering consistency across wider care channels.
© WDS, A Xerox Company. 2014 All rights reserved.
• A cognitive platform that learns like we do. It trains itself to decipher customer symptoms, likely
causes and the most statistically proven resolutions. It then applies that learning to connected care channels to “automate and augment” operations.
• It can even do this by learning from the experts - your contact center agents. We call this approach Seats + Software. By connecting the data between these two environments (seats + software] you can ensure maximum problem coverage and guarantee that every care experience is better than the last.
We call this Seats + Software
© WDS, A Xerox Company. 2014 All rights reserved.
How does a machine learn?
I have a problem…
Decipher symptoms
Establish cause
Seek best resolution
Confirm fix
Learned connection
Applied to digital channels Listen & learn
“I’ve seen this before…”
AgentIQ
Virtual Agent
© WDS, A Xerox Company. 2014 All rights reserved.
WDS Virtual Agent
• Surpasses traditional keyword search and does not follow hard-coded decision trees.
• Context-on-the-fly. Gathers and formalizes customer details, only presenting solutions that it’s confident in.
• The accuracy and relevance of solutions is automatically validated from previous interactions (historical evidence) and agents who are connected to the platform.
45 years of research into artificial
intelligence by Xerox has led us here.
“
WDS Virtual Agent unlocks a brand’s care data to continually learn about customers and deliver a more compelling digital care experience.
© WDS, A Xerox Company. 2014 All rights reserved.
Tim Deluca-Smith, Head of Global Marketing Tel: +44 (0) 7957 311189 [email protected] Martin Saberton, Product Manager (WDS Virtual Agent) [email protected] wds.co @wdscompany
Contacts