20th September 2016 Graham Bragg

Intelligent

Customer Engagement

Made Easy

Mark Oppermann | Webio

Contact Centres: Resistance is Futile

We are Omni-

Discussion

Your World has changed Did you Notice ?

Omni-Channel & Artificial Intelligence AI, Chatbots & Agents working together

Action Planning & Necessary Next Steps Future proofing your business

From Call to

Contact Centre

The Evolution

201520172010

The Evolution

2010 2015 2017

- Messenger, WhatsApp, Viber etc.

- Millennials exchange an average of 67 messages per

day

98% of messages are read, while only 20% of emails are

read

Messaging = 45% response rate, email = 6% response rate

65% off all UK smartphone users use a messaging app

daily

Engaging Customers Today & Tomorrow

Many Business Are

Already There

Messenger

Conversations

From your company

Facebook page

From your websiteDirect via Messenger using

your @Company name

From an Email

or SMS link

Dear Graham,

You can now chat with us live anytime via

Messenger. Get started by clicking Message

me on Facebook.

We look forward to hearing from you.

From: Marketing1

To: Graham Bragg

Date: 15/02//17

Customers can now contact you, anytime, from any device

Facebook Page Website Messenger E-mailSMS

Artificial Intelligence

Managing the Challenge!

More Channels

More Engagement

More Conversations

More Challenges Cognitive Services

Collections Teams Bad Debt Team

Capture

When do you get

version 8.2 in stock?

Human Agents

Sales Team

AI Bots

Audit Only

Human Agents

Complaints TeamDear Graham,

You can now chat

with us live anytime

via Messenger. Get

started by clicking

Message me on

Facebook.

We look forward to

hearing from you.

From: Marketing1

To: Graham Bragg

Date: 15/02//17

Route Respond

Customer Data Fed into Webio

Dear , Your payment is overdue by 7 days. To save costs getting added can you make the payment today?

How do I make the Payment? afford it now.

Do you not know my mum died today!?

Collections Teams Bad Debt TeamVulnerable Customer Team

Continuous Learning

97 64 32

Outbound Generated & Campaigns

Hi Julie, we noticed your

account is in credit. Have

you seen the latest IR

camera?

Conversations handled by Bot or Human

Campaign Generated and Sent via WebioNo Messenger Details Held

Dear Graham, we understand you

are having difficulty plugging in your

new Sat Box. Click to link to our

Messenger chat for pictures

m.me/mycompany and just say

hello.

Your Logo

and Tagline

Messenger Details Held

Hello

That sound great

NoYes

Its 50% brighter

than anything

else.

Thanks Graham.

Take a look at this

We have a

15% off for

loyal

customers.

Interested?

Steps to Get There in 2017

SMS conversational

messaging

Basic automation

Pilot group of agents

& customers

Additional

channels

Conversation

routing

Database & process

integration

Larger group of agents

and customers

NLP AI

conversations

Payments

Increased use of AI

Full systems

integration

Full Enterprise wide

Q1-2

Step 1

Begin

Q2-3

Step 2

Expand

Q3-4

Step 3

Integrate

Q4+

Step 4

Automate

Q4+

Step 5

SMS / Single

Channel

Small # of

Agents

Conversational

Messaging

Small

Customer

Test Group

Inbound Basic

AutomationOutbound

Add Messaging

on Webpage/App

Perform Subset

Outbound MessageHi Jon, thanks for responding.

Before we go any further can

you confirm your date of birth

and post code?

01/01/1982 and W2CE 7PP

Thank you. I can confirm

your a/c balance of

£198.54.

Hi there. Can you tell me

what the balance on my

account is?

SMSWhere business messaging is today

Social to Business Usage switch 2014

231,233 Messages sent every Second

Expected Decline (UK) of c.3% per annum

Inbound & Outbound Conversation Initiation

Automated Chatbot Conversations

Social Chat ChannelsEmerging B2C market 2017

Social to Business Usage switch NOW

2,544,663 Messages sent every Second

Messenger & WhatsApp alone = 1,261,500

Expected Increase (UK) of c.30% per annum

Inbound & Outbound Conversation Initiation

Automated Chatbot Conversations

- Social Media Page Links

Richer content video, images

Instant Payments

Customers are demanding faster