the future's so bright
TRANSCRIPT
The Future’s So Bright, I Gotta Wear Shades
Chris Danson
6 Trends Defining the Future of Customer Experience
#call2loyalty
#call2loyalty
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Two Often Asked Questions
Wild Technology Futures?
Where’s The Food?
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Big Data Analytics: $187B Industry by 2019
DataAnalyticsReal-Time
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Call Center Technology
Must Be Amazing!!
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Call Centers: Not So MuchThemes: Low Sample Rate, Management Intuition, Reactive
LAA Routing
Multi-PathIVRs
Call Logging Not Listening
ManualSurveys
ManualQA &
Coaching
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… But, The Future is Bright!
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Six Important Analytics Technologies…
1 2 34 5 6
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Real-Time, Data-Driven Call Routing
Personality Pairing
2 34 5 6
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Personality Just The Start
©2016 Mattersight Corporation. Mattersight Restricted Confidential Information.
Recent Events
Demographics
Lifestyle
Enhanced Customer Rules
Individual Capacity/Utilization
Hourly/Daily/Weekly Performance
Situational Skill Strengths
Individualized Employee Rules
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Leverage Big Data For Predictions
Predictive Algorithms
34 5 6
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Predictive Modeling Process & Areas
Overview
Key Focus
Predict CSAT and
complaintsPredictive
salesAttrition
likelihood
Avoid first call and
callbacksFraud
detection
Automatically score 100%
of calls immediately after interacti
on
Identify fraudsters conducting illicit activity through the
contact center
Intelligently manage the sales funnel
with lead scoring
and assignment strategies
Predict customer and
employee churn and
enable customized
outreach campaigns.
Improve business
processes and adapt
routing strategies.
Effort metrics—
non-interaction
time, distress impact time,
transfer destination.
Caller biometrics
and acoustics—
voiceprints, dialect, and
gender.
Lead scoring—
personality preferences, engagement
level, expression of
interest.
Emotion scoring— sentiment,
threats, competitor references.
Caller history—
call clustering, productive interaction tracking,
benchmark tracking.
Record Calls in high quality stereo
Enrich Data up-to 1,000
variables
Predict through
advanced algorithms
Heatmaps leverage to
drive for performance
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Speech Analytics: $700M Industry by 2019
4 5 6Trending Topics
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Why Survey When You Have Entire Conversation?
• Calls• Avg. 250,000 calls per day• 4 minutes active customer speech• 650 words per call• 162 million words from calls
• Surveys• 3% survey response• 9,000 responses per day• 208 words per survey• 187,000 words from surveys
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Trending Topics: Listening For OpportunityIdentifying contents and prevalence of multiword topics present in conversation in an unsupervised way.
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Gamification: $11B Industry by 2020
5 6Gamification
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Leveraging The Best Of Game Theory
Points & Badges
Games & Time Trials
Challenges & Leaderboards
Suggestions & Surveys
Engaging videos, audio clips, games,
& quizzes drive agents learn topics
Activity scoring, points tracking, email badges & skill levels drive frequent
participation
Company directory, peer challenges, in-app rewards & leaderboards
motivate usage
Results: Across 225 employees, 65% of employees logged in and quizzed at least 5 questions with average of 27 minutes per user within 14 days
Reminders, How to apply suggestions, & check-in surveys reinforce learnings
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Artificial Intelligence: $11B Industry by 2024
Emotional Bots
6
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Augmenting Experience with Automated Agents
Sept 2015 – stable releases of voice assistants from major companies
May 2015 – Dominos tweet pizza emoji to order
July 2015 – Japan’s Henn na Hotel staffed by humanoid robots
March 2016 – RBS Luvo advanced ‘human’ AI to help
staff answer customer queries
April 2016 – Taco Bell order tacos by Slack instant messaging with suggestions
April 2016 – Facebook’s Springbot Shopping and
M Concierge Bots
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Wearable Tech: $34B Industry by 2020
Biometrics
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Understanding The Rhythm Of Your Agents
Call handling is a stressful job. What if you actually monitored the real-time “pulse” of your agents?
Know when to intervene and suggest breaks
Adjust workloads to reduce physical stress
Alert managers when to intervene and support
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Still With Me?Almost There!
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Customer Value:Better ConnectionsBusiness Value:Higher SalesLower AHT
11
PersonalityPairing
Customer Value:Reduce Surveys
Business Value:Improve NPS &
CSAT
2Predictive
Models
Customer Value:Target ConversationsBusiness Value:Winning Behaviors
Customer Value:Improved ExperienceBusiness Value:Effective Channel
Customer Value:Less Variability
Business Value:Higher Performance
Customer Value:Top Performance
Business Value:Healthier
Employees
3TrendingTopics
5Emotional
Bots6
Biometrics
4Gamification
Best Path: A Business Value Driven Journey
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Business Execution Is Key … Don’t Let IT Drive
Noise
Boredom
Bad Experience
Dry Data Lake
Privacy Invasion
Complex Scripting
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For Success, Be …
BIG… with Data
BOLD…with Analytics
Business Driven…with Initiatives
Benefits Focused…with Priorities
