linda yeardley - engage customer€¦ · pause and resume multimedia content personalized based on...
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Linda YeardleyeGain
@eGain
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13 February 2019Linda Yeardley| Head of Digital Transformation, eGain
Beyond the Hype: Contact Centre AIThat Works!
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About eGain
Founded 1997
Headquarters Sunnyvale, CA, USAOffices in EMEA and APAC
What we do Omnichannel engagement cloud solution
• Artificial Intelligence
• Knowledge management
• Digital engagement
• Analytics
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eGain Solve™ Customer Engagement Suite
Digital + Omnichannel AI + Knowledge Analytics + ML
eGain SuperChat
Chat | Messaging | ClickToCall
eGain Offers
eGain Cobrowse
eGain CallTrack
eGain Mail+Social
eGain Secure Messaging
eGain Notify
SMS | Email | Voice | Web
eGain Virtual Assistant
eGain AI+SelfService
▪ Virtual Assistants
▪ Widgets
▪ Content Offers
▪ Customer Portals
▪ Guided Help
eGain AI+Knowledge
▪ Agent Portals
▪ Guided Process
eGain Analytics
▪ Journey
▪ Digital
▪ Knowledge
▪ Operational
eGain ML Service
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McKinsey predicts that by 2030,
between 400 million to 800 million jobs
will be displaced worldwide due to
AI and automation
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Gartner predicts that by 2022…
72% of customer interactions will involve an emerging
technology such as machine-learning applications, chatbots
or mobile messaging, up from 11% in 2017
Application leaders will face the task of onboarding 12
immature but rapidly improving customer interaction channels
for CRM
Though the proportion of phone-based communication will
drop from 41% to 12% of overall customer service interactions,
a human agent will still be involved in 44% of all interactions
3 out of 4
interactions will
involve some
emerging tech
Today, the
average number
of channels is
under five
70% of human
agent
interactions will
be digital
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AI for customer engagement
Analytic insight
Language understanding
Reasoning-based inference
Machine learning
Understand -> optimise
Interpret customer intent
Determine correct response
Automate interpretation
and/or response
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ML+AI+KB: Three Critical CapabilitiesSeamless orchestration for an easy, connected digital experience
Intent Classification Process Guidance
Machine learning drives intent classification
Learning bootstrapped and optimized with human-resolved chat transcripts
Mimics human triage based on confidence levels and contextual clarification
Seamless escalation to human assistance with context if intent cannot be established with enough confidence
Powerful AI engine drives parallel reasoning
Easily capture and maintain process and best practice knowhow
Next best step with conversational guidance for omnichannel engagement
OOTB data integration to ‘auto-answer’ questions direct from data sources
Pause and resume
Multimedia content
Personalized based on single-sourced content and dynamic request context
Authoring and publishing workflow built-in
Access control with audit and traceability
Data macros to personalize content with real-time data
Knowledge Base
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Match the right tool to the task
Cannot capture & maintain
know-how
Can capture & maintain
know-how
Low business riskAutomatic execution based
on machine learning
Evidence-based reasoning
enhanced with machine
learning
High business riskMachine learning input with
expert augmentation
Evidence-based reasoning
with supervised learning
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eGain@H&R Block
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AI-powered service automation
Improved DIY experience –
Virtual assistant escalates
seamlessly to chat & cobrowse
Reduce incoming phone
volume
Available on web, mobile, iOS
and Android apps
Customer went live with the
service in three months
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eGain@BT
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VARIATION IN PERFORMANCE
CHALLENGE #1
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FOUR LEGACY KNOWLEDGE TOOLS
CHALLENGE #2
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ALBERTAI GUIDED KNOWLEDGE SYSTEM
THE SOLUTION
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What we delivered…Roll Out & Training • Deployment and training to 10,000 advisors and 500 retail stores.
Knowledge Content and AI Guidance• From over 20,000 individual articles to 10 AI Guided Help case bases.
• Complete overhaul of knowledge content adhering to standards.
• Clear content ownership and accountability.
• Single Knowledge content team.
Automated Contact Reason Capture• Contact reasons captured through use of AI Guided Help.
• Retired call reason capture tools (x2 widely used).
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John Smith
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PAYM
SL1 4DX
EE
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X12M18E51
John Smith
01012012
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In the Frontline…
First Contact Resolution ImprovedBased on analysis by EE Quality Team:
• When Guided Help used correctly – FCR measured at 85%
• When Guided Help not used at all – FCR measured at 62%
• Up 23 percentage points (37% improvement)
Customer Satisfaction Improved• Use of Guided Help has contributed to a 30 point increase in NPS.
• Complaints have also reduced.
Improved Speed to Competency 50% improvement• Reduced from 6 months+ to 3 months.
FCR
+37%
NPS
+30
TheChallenge
What We Did
Results
Learnings
TheFuture
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Customer Engagement in a Digital World
XFORM
CHANGE
RUN
Engage customer across touch points
Connected, digital-first experience
Contextualize customer journeys
Centralize and personalize knowledge
Translate process to interactive guidance
All agents can effectively resolve all contacts
Learn and predict
Insights accelerate product innovation
Autonomous orchestration in micro-loops
Analytics
+
ML
Knowledge
+
AI
Digital
+
Omnichannel
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AI Value in 30 Days!
SEE US AT STAND#2
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