creative virtual, chris ezekiel's presentation

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  • 1. Virtual Assistants Online Self-Service Chris Ezekiel [email_address]

2. Agenda

  • Introduction
  • Overview of the solution
  • Real-life examples
  • Back-end (statistics etc.)
  • Advanced functionality
  • Implementation methodology
  • Success criteria
  • Q&A

3.

  • 15 years of experience in developing Virtual Assistants
  • UK and US Operations
  • Successful in all commercial sectors, from Financial Services to Retail
  • Partners include KMP

Creative Virtual 4.

  • Natural Language Dialogue
    • Rule-based artificial intelligence engine
    • Keeping context of the conversation
    • Increasing levels of interactivity
  • Emotions
    • Developing a relationship with the user
    • Providing a sticky web experience
    • Humanising the Internet
  • Integration
    • Full integration of front and back end
  • Simple update process
    • The Editor
    • No technical skills required
    • Easy production & maintenance of the knowledge base

What is a Virtual Assistant? 5. What we do

  • Focus on Findability
    • Ask questions in natural language
    • Alternative to menus
    • Helps on large websites
  • Automation of Processes
    • Dialogue Trees
    • Transaction completion
  • Marketing Tool
    • Keep people on the site, Suggest products, Entertain
  • Best of Breed Product
    • Designed to integrate
    • Improve ROI

6. Accuracy 7. Lloyds TSB 8. British Telecom 9. One Railway 10. Teletext Holidays 11. Sharp Electronics 12. Sky TV 13. Direct Line 14. National Rail Enquires 15. Legal & General 16. Alliance & Leicester 17. Mortgage Brain 18. Birmingham Midshires (HBOS) 19. Renault 20. Motability 21.

  • It feels like we're getting an insight into the people not the clicks.
  • We searched the market and decided that the Creative Virtual solution was the best tool to help us improve the customer experience.
  • LloydsTSB
  • Creative Virtual's comprehensive reporting system allows Teletext to review customer conversations with Jodie and so "get into their customer's head" to improve their understanding of customer requirements and provide more tailored services.
  • The ability to capture user data makes Jodie more than just a fantastic 24/7 customer assistant - it makes her a valuable marketing and research tool which allows Teletext to stay in touch with their customers.
  • Teletext Holidays Commercial Director Matt Cheevers
  • BT s Emma reduced calls to Service Centres by over 400,000 on 1.3M conversations
  • BT

Some customers quotes. 22.

  • Creative Virtuals innovative online reporting tools,BotStats , allow
  • you to:
  • Gain aninsightinto your customers information requirements
  • Gatherdemographic dataof your web users
  • Learn howsatisfiedyour customers are
  • BotStats aredownloadable in MS Excelformat, enabling you to create effective management reports within seconds
  • By exportingBotStats in XML format , you can import and display the online statistics in any format of your choice

Understand your customers better! 23. Advanced functionality

  • User interface
  • Escalation to a real person
  • Form filling
  • Sales & Marketing
  • Mobile
  • Voice

24. Mobile

  • http://www.bt.com/mobile/askemma

25.

  • Creative Virtuals implementation methodology consists of 4 Phases:
  • Quick Start
  • Using the Virtual Assistant as an Intelligent FAQ system including natural language recognition and links to appropriate web pages
  • Rapid Update Cycle
  • Using the Virtual Assistant reporting tools (BotStats) to enhance the natural language recognition capabilities and FAQs
  • Advanced Conversation and Integration
  • Development of conversational trees and full integration into the enterprise by allowing your Virtual Assistant to take a more sophisticated customer service and sales role
  • Maintenance
  • Creative Virtuals update process is flexible enough to fit in with our existing workflows and systems, keeping the maintenance lean and efficient

Our project methodology 26. Success criteria

  • Fast implementation (6-8 weeks)
  • Focus on usability and accessibility
  • Guarantee 90%+ accuracy
  • On-going maintenance
  • Call/email reduction
  • Increase in sales

27. Results Major success story Targets were set well above industry normsAchieved within 10 weeks Call centre volume reduced by 400,000on 1.3M conversations (annualised) 28. Q&A

  • The best tool to for developing Virtual Assistants
  • Encourages use through being conversational, fun, helpful, informative and quick (with clear escalation where necessary)
  • Personality for the website (encapsulating brand values etc.)
  • Large authoring community (and most experienced)
  • Experienced in usability
  • Market driven
  • Convergence of mobile, iTV, computing and communication systems
  • Voice recognition

Product & Technology best-in-class Experience Future 29. Q&A Questions? 30. Thank You Chris Ezekiel [email_address]

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