phil jennings, ticketmaster: day 1, 2.35pm
TRANSCRIPT
ARTIFICIAL INTELLIGENCE FOR ENTERPRISENovember - 2016
TICKETMASTER INTERNATIONAL
TICKETMASTER INTERNATIONAL
BRUNO MARS – 21/11
12 AM
Feb 1
61 A
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M10
AM11
AM
12 PM
Feb 1
61 P
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PM11
PM
Page
Vie
ws
Web Traffic – Ticketmaster.co.uk
Calls
Calls Offered to UK ACD
RISK/REWARD/OUTSOURCED BUSINESS MODEL
FAST MOVING & UNPREDICTABLE MULTI-LANGUAGE, MULTI-CURRENCY GROWTH MOSTLY BY ACQUISITION INCREASINGLY COMPETITIVE RELENTLESS SHIFT TO DIGITAL…
OUR BUSINESS
AUTOMATION & CUSTOMER SELF-SERVICE
REDUCING CUSTOMER EFFORT
ITS ALL ABOUT SUPPORTING CUSTOMERS DIGITALLY… MOVING SUPPORT ONLINE WITH THE
CUSTOMER AIMING FOR A SEAMLESS, SINGLE SUPPORT
PROCESS
OUR ONLINE EVOLUTION
Keyword search knowledge base
FAQ’s
Natural Language Processing11 Languages
Conversational knowledge baseAvatar/chatbot
ORIGINAL CUSTOMER SERVICE SOLUTION
INTELLIGENT ASSISTANTS – TURKEY TRIAL
OBJECTIVESIncrease Online Sales
Increase customer self-service
Reduce agent interactions
INTELLIGENT ASSISTANTOnline Sales Support
Offer of assistance after a specified amount of time is spent on the same page (configurable).
12If user accepts, Avatar is deployed to answer any questions the user may have.
3INTELLIGENT ASSISTANT
Automated Deployment
If Avatar is unable to answer the user’s question, they may be offered a contact form…
4INTELLIGENT ASSISTANT
Automated Deployment
The user completes this pop up form, which creates a support ticket within Inbenta.
If Veronica is unable to answer the user’s question, they may be offered a contact form…
5INTELLIGENT ASSISTANT
Agent Supported Deployment
Alternatively, if available, they may be connected to a live support agent.
CUSTOMER EXPERIENCE PROCESS
Avatar Deployed
Help Request Resolved
Live Agent Deployed
Proactive Support
Self Serviced
Web Form
Support Ticket Created
Help RequestResolved
Contact Disposition
Help Request Resolved
Reactive Support
KnowledgeBase
KnowledgeBase
TRIAL DATAAUGUST 2015 – OCTOBER 2016
ONLINE SALES CONVERSION
847K AVATAR SESSIONS/3.6K LIVE AGENT SESSIONS
AVATAR CONVERSION IMPROVEMENT >400%
AVATAR TO CHATBOT
OTHER MEASURES OF SUCCESS
99.4%SELF SERVE
86%FIRST SEARCH
RESOLUTION
-7.3%TOTAL CALLS
+30%CALL CONVERSION
CONTACT DISPO’s DRIVING TECH IMPROVEMENT & CX
EMAIL REDUCTION-15%
OUR NEXT STEPS…
12 MARKETS LIVE, 4 IN PIPELINE
EXPERIMENT MAKING SUPPORT MORE VISIBLE
MOBILE SITES
CSAT SURVEYS/CUSTOMER EFFORT SURVEYS
TARGETED UPSELLS
QUESTIONS ?