tech tank keren dobkovsky adam aftergut, jordan macavoy...

TECH TANK Keren Dobkovsky

Abrahami, Product

Manager, Jacada

Adam Aftergut,

Product Marketing

Manager, NICE

Jordan MacAvoy, VP

of Marketing, UJET

Customer

Delight - Live

Demonstrations

of Breakthrough

Innovations

What Makes a Chatbot

Exceptional?

Presented By: Keren Dobkovsky Abrahami

Product Manager

[email protected]

3

PA R T N E R S A W A R D S

INTELLIGENT ASSISTANT

ENTERPRISE APPS INTEGRATIONS

DIGITAL ADOPTION

CONTACT CENTER OPERATIONAL EFFICIENCY

REAL TIME AUTOMATION

L E A D E R S I N

AGENT PRODUCTIVITY

TELECOMMUNICATION

INSURANCE

BANKING & FINANCE

M A I N V E R T I C A L S

RETAIL

HEALTHCARE

TRAVEL

MOST of 1st generation failed

Copyright © 2018 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646.4

http://www.dailymail.co.uk/news/article-

5480533/Codi-virtual-moron-Telstra-chatbot-

slammed-useless.html

http://www.dailymail.co.uk/news/article-5480533/Codi-virtual-moron-Telstra-chatbot-slammed-useless.html

It’s not only about the NLP or AI,

That’s only one aspect.

What Makes A Chatbot Exceptional?


The Important Question is…

Is it really geared to fully address the

customers needs?

Automation PlatformFrom Assisted Service to Self Service

We support every step in the business journey to autonomous CX


UNIFIED

DESKTOP

AGENT

GUIDANCE

DESKTOP

AUTOMATION

AGENT

ASSISTANT

CUSTOMER

ASSISTANTVISUAL

IVR

ASSISTED SERVICE SELF SERVICE

A U T O M A T I O N P L A T F O R M

ROBOTIC PROCESS AUTOMATION BOT FRAMEWORK AUTOMATION FLOW DESIGNER INTEGRATION CENTER NLP

CRM BILLING ERP KNOWLEDGE MANAGEMENT INVENTORY TELEPHONY WFM IVR LIVE CHAT

Intelligent Assistant

7

Personalized Customer Experience

NLP Agnostic - Dialogflow, Watson,

Wit.ai, MSFT, Amazon

Integration & Automation to any back-

end systems, that can be leveraged across

all channels

Build once and use in multiple clients, to drive

simplification and standardization across channels

1

2

3 Rich UI – adding forms, images,

videos, choice questions

4 Low coding to drive business agility

5

Business Agility

Integration & Automation

NLP & Cognitive Services

Intelligent Assistant | Run-Time Diagram


Let’s Check it out

Meet Joe, he uses DCM Travel to plan his travels.

Today, Joe is at Denver airport with his family returning from a vacation.

Weather isn’t great and his flight might be canceled.

• Interact Designer

• Interact Admin Console

• Agent Desktop

• Video


https://gointeract.io/designer/#/democenter_df/?Environment-Name=Dev

https://gointeract.io/admin/login/democenter_df

https://utilities1.gointeract.io/demosites/Workspace/index.html#!/

https://jacada-video.wistia.com/medias/u51zlggcnu

Thank YouThank YouContact me:

Keren Dobkovsky Abrahami

[email protected]

Jacada Intelligent Assistant

Bot Framework That Enables:


Customer Assistant Agent Assistant

Customer Assistant | Pivot Live Interactions to Self-Service


Mobile Web

Rich Conversational UI and

Guided Flows boost

engagement

Omnichannel Context and

Beacons enable personalized

bots

Engage across web, social,

messengers and personal

assistants

Contextual Escalation to live

agents

Personal Assistants &

Messengers

1

2

3

4

Agent Assistant | A Chatbot at your Agents ServiceStreamlined customer service, reduced training effort


Agents engage with a chatbot to get the

help they need in real-time

Robotic automation capabilities to automate

manual tasks, improving agent’s ability to

engage and delight the customer, while

increasing process accuracy velocity

Contextual & proactive real-time agent

guidance while interacting with customers

1

2

3

Agent Assistant can be used as a test-bed

before going live with Customer Assistant4 Agent View

We make contact centers smallerand customer experience better.


ADAPTIVE PM: THE NEXT GENERATION OF PERFORMANCE MANAGEMENT

April 12, 2018

NICE positioned highest and furthest for its

ability to execute and completeness of vision

in Gartner's Workforce Engagement

Management Magic Quadrant.

Gartner: Magic Quadrant for Workforce Engagement Management, Jim Davies, Simon Harrison, Drew Kraus, February 06, 2018.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highestratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartnerdisclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.

access the

full report

here

http://www.gartner.com/reprints/nice?id=1-4QBYQI1&ct=180206&st=sb

PROGRAMS:

Plan & schedule

Interval training

Low-carb diet

RESOURCES:

Treadmill

Fresh vegetables

Sleep

Weights

Pilates

METRICS:

Distance:

Speed:

Flexibility:

Diet:

Blood pressure:

GOAL:

Run a marathon

(26.2 miles)

Adaptive goal…

Getting in Shape! – Run the Marathon

Strikes/ Fouls/Runs

Game Footage, Strategy Books

Weight lifting, stretching,

Catches / Throws to

base

Glove, ball, hat

Fielding practice

Get on base/Stealing

bases/Speed

Treadmill, Weights, Pilates

Interval Training, Running, Batting Practice

Adaptive Goal Attainment Process

ALIGN DRIVE GOAL

TeamChampions

INDIVIDUAL METRICS RESOURCES PROGRAMS

Low RPC CoachingLow Response

Coaching Impact /

Response Rate

Supervisor Dashboard,,

Coaching Impact Report

Coaching Improvement

Program; Best Practice Library Development

High CSATLow RPC

RPC, FCR, CSAT, Feedback,

RTA

Dashboard, Goals

Evaluations, Surveys, Peer

Coaching

Top Performer “Shadowing”

Program (Peer Coaching)

RPC, FCR, CSAT,

Feedback, RTA

Dashboard, Goals Evaluations,

Surveys, Coaching,

Gamification

(Coaching); Gamification

‘Quests

High RPC Low FCRLow RTA

Adaptive Goal: Increase Productivity by 10%

ALIGN DRIVE GOAL

INDIVIDUAL METRICS RESOURCES PROGRAMS

Productivity Up 10%

10%

2

1

GOAL SETTING

ALIGN DRIVE GOAL

2

2

ALIGN DRIVE GOAL

KPI TRACKING: METRICS

2

3

ALIGN DRIVE GOAL

ROOT CAUSE WITH ADVANCED REPORTING: RESOURCES

2

4

ALIGN DRIVE GOAL

COACHING EFFECTIVENESS: PROGRAMS

2

5

ALIGN DRIVE GOAL

E-LEARNING: RESOURCES

2

6

ALIGN DRIVE GOAL

GAMIFICATION WITH INCENTIVES: PROGRAMS

2

7

ALIGN DRIVE GOAL

GOAL ACHIEVED!

Team Jeff Metz achieved 1-month CSAT improvement goal

YOUR

NEXT STEP:

2

8

SCHEDULE

A DISCUSSION

ABOUT

ADAPTIVE PM

[email protected]

mailto:[email protected]

© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential

Tech Tank: Customer Delight with UJET

April 2018

Presented by UJET VP of Marketing, Jordan MacAvoy

© 2018 UJET, Inc. All Rights Reserved. | Private & Confidential 30

Introduction

Jordan MacAvoy, VP of Marketing

● ~2 decades of experience in bringing innovative technologies to market

● Background: Marketing and Business Development

● Experience: ○ SaaS○ Big Data/Machine Learning/AI

○ Customer Communications

● Passionate about how technology can help businesses provide better

experiences to their customers


Customer support is the most intimate form of a brand experience


$62 billion is lost each year due to poor customer

service in the United States alone


Great customer service can be your differentiator

Delightful Customer Experiences Empowered Agents and Supervisors


First, we need to understand today’s customer...

We Live in a

Smartphone Era

The On-Demand

Economy

Empowered

Customer Bases


● Mobile devices are now the primary line of communication in US households

● Smartphone users will grow from 3.4B in 2016 to 6.3B in 2021● Time spent in apps will grow from 1.6T hours in 2016 to 3.5T in

2021.

We Live in a Smartphone Era

Cell phone-only

50.8%

Landline and

cell phone:

39.4%

Landline, no

cell phone:

6.5%


The On-Demand Economy is Here

And, it’s resetting expectations for the

customer experience

● $57 billion market and only 7%

penetrated

● The number of on-demand economy

(ODE) companies has grown nearly

300% in the last three years

● Not just for millennials—ODE is

expanding into every industry


Empowered Customer Base

The voice of the customer now has a direct and immediate impact on your brand


Support shouldn’t be thought of as a cost equation

It needs to be thought of as an experience equation


Support shouldn’t be thought of as a cost equation

It needs to be thought of as an experience equation

Of customers said they

would be more loyal

Would recommend the

company to others

Would use them more

frequently if they could

Would spend more money

with the business


40

There’s a better way...Meet UJET!


UJET is the real-time communications platform that makes it easy for customers

and businesses to instantly connect so they can resolve problems faster.

Simple & Intuitive

Interface

Best in Class ROIFlexible, Reliable, &

Secure Cloud Platform


The UJET Communications Platform

Channels

Connection Points

Infrastructure & Architecture

Interface

Voice Chat

Cloud-Based Software Interface

Web In-App 1-800 Web In-App

APIs Out-of-the-Box Integrations Dashboards and Reporting


43

Demo


The Customer Support team at SpotHero believes in providing their drivers exemplary customer

service. They had been frustrated with outdated and piecemeal telephony solutions that delivered

disconnected support experiences. When the opportunity arose to reevaluate the company’s current

platform, UJET was the obvious choice.

Customer Spotlight: SpotHero

50% savings in

telephony expense vs.

previous provider

20% decrease in telephony

training overhead due to

ease of use

50% reduction in

abandoned calls

70% reduction in per

minute voice charges


Learn more by downloading the success story, here:

https://go.ujet.co/ujet-spothero-success-story

www.getujet.com [email protected]

https://go.ujet.co/ujet-spothero-success-story

http://www.getujet.com/

mailto:[email protected]


46

Q&A Keren Dobkovsky

Abrahami, Product

Manager, Jacada

WWW.jacada.com

Adam Aftergut,

Product Marketing

Manager, NICE

WWW.nice.COM

Jordan MacAvoy, VP

of Marketing, UJET

https://www.ujet.co/

Customer

Delight - Live

Demonstrations

of Breakthrough

Innovations

tech tank keren dobkovsky adam aftergut, jordan macavoy...

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