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www.etechgs.com | Confidentialwww.etechgs.com | Confidential
Improve and Enhance Your Customer Experience using Artificial Intelligence
Etech Global Services Booth #208Jim Iyoob, EVP Customer Experience
Shawndra Tobias, Sr. Director CXShabbir Kagalwala, Sr. Technical Project ManagerMike Cooley, Sr. Manager, Customer Care, Boingo
1
www.etechgs.com | Confidential
Shawndra TobiasSr. Director, Customer Experience
Shawndra@etechgs.com
936.371.1817
@shawndra_tobias
linkedin.com/in/shawndra-tobias-8b269b33
2
www.etechgs.com | Confidentialwww.etechgs.com | Confidential
Agenda What is Quality?
What is AI Speech Analytics?
How Speech Analytics is used in Quality Monitoring?
Role of Artificial Intelligence in Quality Monitoring
How to use Artificial Intelligence?
What Artificial Intelligence will do for you?
Role of People in Artificial Intelligence
How does Artificial Intelligence work?
3
www.etechgs.com | Confidentialwww.etechgs.com | Confidential
Key Takeaways
1. Why Artificial Intelligence is important?2. How Artificial Intelligence can improve your contact
center performance and customer experience?3. People are at the center of this transformation.4. Free Prizes.
4
www.etechgs.com | Confidential 5
Traditional Contact Center Operations
Inbound/Outbound, Click 2 Chat, Lead Gen, Customer Services,
Tech Support, Bilingual
Etech Monitoring SolutionsTotal Quality Management & Market Intelligence Solutions
Enterprise Technology SolutionsSoftware/Application
Development Customer Reporting (Internal/External)
Quality Assurance Software
Integrated Customer EngagementChat/Email Software
BUSINESS SOLUTIONS
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ETECH'S JOURNEY
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Jim IyoobEVP Customer Experience & Operational Excellence
jim.iyoob@Etechgs.com
936.371.2640
about.me/jiyoob
@jiyoob
facebook.com/jim.iyoob
linkedin.com/in/jimiyoob
8
www.etechgs.com | Confidential
The Evolution of Contact Centers
2000sMulti-Channel Centers
1990sVoice Centric Centers
2010sSM/AI Centers
An Ever- Changing Industry
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Based on your perception of the interaction
Quality is an Outcome
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Customer Experience is the Foundation
Quality is More than a Beautiful Exterior
12
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experience
more for the
Customers will pay
• Home Coffee $0.51
• Starbucks $2.99+
• Ritz Hotel $10.00
13
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Are you creating a “High-Effort Experience” for your customers? Beware!
14
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Quality by the Numbers
60% What % of customers do you think will pay more for a better customer experience?
What % of customers experience being transferred from one agent to another without resolution? 26%
How many positive customer experiences make up for one negative customer experience? 12
What % of agents aren’t able to efficiently resolve customer issues due to disconnected systems, archaic user interface or multiple CRMs?
42%
If a company is in tune with their customer’s needs see what % of revenue increase year-over-year? 28%
www.etechgs.com | Confidential
CX Quality Program
Improve business results
Develop
service
delivery and
training
checkpoints
Address gaps in training and
execution
Initiate process improvement
to reduce gaps
Monitor and control the process to replicatepositive behavior
Eliminate compliance
risks
Assess & improveagent performance
Compliance with legal and regulatory requirements
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Quality Starts with a Strong Foundation
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Contact Center Quality AssuranceRequires Transformation
Scores & Checkboxes
Customer Sentiments
Insights & Recommendations
Business Goals
17
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Limited insight into phone conversations
420BSpoken words
2.7BTweets
Businesses are forced to use rudimentary tools
QA
NPS
Social
1%Visibility
What if a tool could materially impact financials?
-20%
+15%
-10%Call volume reduction
Sales Conversion
Churn Reduction
Meet The Actual Voice Of The Customer
18
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Here is how Traditional QA Sampling Works
Average Calls
Bad Calls Good Calls
High Customer EffortLow CSATHolds, TransfersSilence / Dead AirRepeat CallsBad Customer Experience
Low Customer EffortHigh CSATRetentions, UpsellsPositive BehaviorFuture Leaders
Higher ProfitsBetter ProductivityHappy Customers
Lower Revenue,High Churns
Increased Costs
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Customizable Machine Learning Speech Analytics
Customer
Agent
Real TimeAI
Business Rules
Real TimeDecision Making
SupervisorAlert
Improve Training and Coaching Guidelines
Improve Business Results
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How this is used in Quality Assurance
Real-time identification and
handling compliance alerts
Calculating and trending quality
behavior
Reinforcing and replicating positive
behavior
Script mapping to identify Cause VS
Effect, and train for success
www.etechgs.com | Confidential 22
What happens with AI doing the same thing!
Average Calls
Bad Calls Good Calls
High Customer EffortLow CSATHolds, TransfersSilence / Dead AirRepeat CallsBad Customer Experience
Low Customer EffortHigh CSATRetentions, UpsellsPositive BehaviorFuture Leaders
Higher ProfitsBetter ProductivityHappy Customers
Lower Revenue,High Churns
Increased Costs
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Agent empowermentSubjectivity of
evaluationIdentifying new
challengesAddressing agent
complianceTime consuming
tasks
23
Revolutionize Agent Performance
Key Differentiators to Sales Conversion
No significant impact on sales
Biggest opportunity area for both top and bottom performers
www.etechgs.com | Confidentialwww.etechgs.com | Confidential
4 Steps to Effectively Utilize AI Speech Analytics
EngageListen Learn Predict
www.etechgs.com | Confidential
Why survey when you have entire
conversations?
CALLS
SURVEYS
• Avg. 250,000 calls per day
• 4 minutes active customer speech
• 650 words per call
• 162 million words from calls
• 3% survey response
• 9,000 responses per day
• 208 words per survey
• 187,00 words from survey
LISTEN
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LEARN
Learn about both sides of Interaction
CUSTOMERS:
- Why are they calling you?
- What are they feeling? Why?
- If, when and why customers churn?
- Opportunity areas in product/services
- What key events can drive sales or service?
AGENTS:
- How are they handling customer interactions?
- Identify training gaps and performance improvement opportunities
- Are they using right product, promotion and tools/resources?
- What are the compliance and critical issues?
www.etechgs.com | Confidential
Engage Customers, Train AgentsENGAGE
Customer
Hi, I do not need the cable services, I am mostly using Netflix and HBO for
my entertainment
Stated topic: Cable ObjectionHidden Opportunity: Alternative Product (Unlimited Internet)
Agent
I see that you are currently on our 200GB Internet plan and are exceeding it since last two months. Since
you use Netflix and HBO Streaming services for your entertainment, we can help you avoid additional data
usage charges with our Unlimited Data plan
Benefits: Ability to provide customized solution or alternatives based on customer preferencesResults: Increase in Internet upsells with millennials since Cable was less preferred
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Predict Customer Trends/BehaviorPREDICT
This is ridiculous
I am canceling my policy
Industry: InsuranceFinding 1: When the word ridiculous appeared on a call, one out of five customers canceled the account Finding 2: 80% of customers would churn within 3 months
Industry: TelcoSituation: The existing customers called when new rates were announced for existing services leading to increase in escalation callsAction: Grandfathered existing customers and updated them via emails to reduce call flow
www.etechgs.com | Confidentialwww.etechgs.com | Confidential
4 Steps to Effectively Utilize AI Speech Analytics
EngageInitiate the right
conversations by
engaging the
customers and
utilizing other
CRM systems
ListenListen to 100% of
customer interaction
and what both
agents and
customers are
saying
LearnGather
intelligence to
learn agent
behavior and
customer
preference to
innovate and
customize
services
PredictLearn patterns
from data and
predict outcomes.
Make decisions
based on past
trends and
behaviors
www.etechgs.com | Confidential
So What? Why should we care?
30
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STORY OF KODAKHOW THEY COULD HAVE SAVED THE BUSINESS
What do you do when your entire market is disrupted?
Market leader for nearly 100 years
1976- 90% market share
“Kodak Moment”
1975 Steve Sasson Developed a Digital Camera
Underestimated the significance of switching to digital
Filed for bankruptcy in 2012
31
What Happens When You Underestimate the Importance of Transitioning Technology?
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Fujifilm and Polaroid instant camera comeback
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Where Are They Now?
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30%increase
15%increase
Customer Satisfaction First Call Resolution Improved Sales Conversion rate
15%increase
Customer Loyalty QA Cost Reduction
34
The Results of AI Speak for Themselves
41%increase
75%decrease
Decrease Legal Liabilities& Compliance
“My card number is
****** and …
www.etechgs.com | Confidential
Shabbir KagalwalaSr. Technical Project Manager
SK@etechgs.com
936.371.3898
@KagalwalaS
linkedin.com/in/shabbirkagalwala
35
www.etechgs.com | Confidential 36
Background
Etech evaluated 5000 boingo calls to provide feedback on:• Agent performance• Business Insights• Customer Sentiment/VOC
QA Methodology:• Reviewed boingo’s form and made enhancements to capture additional
insights• Uploaded 5000 calls and metadata within the Communications Platform (AI)• Added Business Insight rules along with SMEs input• Created Categories and built script around the key business metrics• Fine tuned the data categories to further provide level drill down for each
category
www.etechgs.com | Confidential 37
QA Form Feedback
boingo Audit Form:A. Agent focusedB. Procedure focusedC. Agent mentions and tries to influence survey rating at end of call
Etech Recommendations to Audit Form:In addition to the agent and procedure focus, we added below:A. CX focusedB. Added business insights – AHT, hold reason, retentionC. SentimentD. VOCE. Using multi scale rating (Excellent, Good, Needs Improvement)
www.etechgs.com | Confidential 38
Reason for Contact
25%
23%
52%
Major Reason for CallingCancellation
Troubleshooting
Others
30%
20%17% 17%
6% 5% 4%2%
0%
5%
10%
15%
20%
25%
30%
35%
MonthlyCharges
Transferred Connectivity DuplicateAccounts
Moving One-Time Fraud Not PreviouslyCanceled
Cancellation Reasons
51%
24%
20%
5%
Tech Issue Reasons
Unable to Connect
Login Issues
Device Issues
Disconnect Issues
www.etechgs.com | Confidential 39
Cancellation Reasons
30%
20%17% 17%
6% 5% 4%2%
0%
5%
10%
15%
20%
25%
30%
35%
Monthly Charges Transferred Connectivity Duplicate Accounts Moving One-Time Fraud Not Previously Canceled
Recommendations to Cancellation:
Reason for cancellation Action Items Recommendations
Monthly Charges
1. Price Concerns2. Payment issues3. Was customer aware4. Ask if moving to another provider
1. Probe to see if price is a concern, If so – provide value proposition, available discount or bundling as available 2. Simplify online payment options , offer IVR payment options3. Keep customers educated about our terms4. If so, provide benefit of retaining boingo services. Share Pros and Cons
Connectivity
1. Device compatibility2. Regular check4. Updated software/technology5. Customer aware of Basic T/s
1. Check customer's device compatibility, compatible devices' can be listed on website2. Performing regular checks to identify an issue and take preventive action3. 4. Have updated/latest software and technology to provide best connection. E.g.: Fiber optic5. Educating customer about basic trouble-shooting steps, listing steps on website
Duplicate account1. Check customer's history2. Run a check on customer's details
1. To allow only one account per email/phone number2. Performing regular check to identify duplicate accounts
Moving1. Getting to know location, services availability
1. Probe to know where the customer is moving, pitch for our services if available
Not previously canceled1. Mode of cancellation2. Identify previous agent's mistake
1. Probe more to understand the mode of cancellation2. Keep a check whether agents are taking required actions on customer's account
www.etechgs.com | Confidential 40
Top Offenders
• 90% of above agents miss on pitching the SAVE options for customers looking to cancel
• We were able to identify top offenders through 100% listening VS sampling the data which may not provide the right information
• In addition to top offenders, the engine also provides where lack of product knowledge affects Save attempts
49%
69%74%
0%
10%
20%
30%
40%
50%
60%
70%
80%
21. Sales: Offerered BoingoUNL/MOB/GLB before AYG. Saves:
Attempted to Save customerbefore offering AYG.
20. Reinforced benefits of Boingo(Awesome things about Boingo):
Low Price, >1MM hotspots,Passpoint, 24/7 Support, Fast &
Convenient.
19. Sales or Saves: Asked probingquestions about customer's
travel/locations, usage needs,device types.
Sales & Saves: Product Knowledge
www.etechgs.com | Confidential 41
Opportunity Drill Down at Agent Level
Top Offenders
Top Offenders
30%
78% 83%
0%10%20%30%40%50%60%70%80%90%
8. Did the agent showempathy, whenever
required?
11. Maintained positive,friendly and upbeat toneduring phone call (with
minimal dead air).
7. Personalized the Call:Used caller's name,
acknowledged caller'scomments, questions andfeelings while controlling
the call.
Making the Caller Feel Valued:Personalized the Call/Actively Listened
58%
63%
65%
52%
54%
56%
58%
60%
62%
64%
66%
1. Opened the call with theappropriate greeting: Thankyou for calling Boingo, my
name is "X", how may I helpyou?
2. Sounded enthusiastic andconfident?
6. Thanked the customer forthe info and showed
willingness to assist: Thankyou for the information, Iwill be happy to assist you
with "X".
Greeting/First Impression/Verifications
Greeting/First Impression/Verifications Score%
Agent 1 46%
Agent 2 57%
Agent 3 63%
Agent 4 69%
Agent 5 69%
Making the Caller Feel Valued:Personalized the Call/Actively Listened
Score%
Agent 1 52%
Agent 2 53%
Agent 3 57%
Agent 4 58%
Agent 5 58%
www.etechgs.com | Confidential 42
4%
29%
42%
25%
0.5 1 1.5 2 2.5 3 3.5 4 4.5
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0
5
10
15
20
25
30
35
40
45
50
0-4 Minutes 4-7 Minutes 7-10 Minutes >10 Minutes
• AHT on one fourth of the calls was greater than 10 minutes. These calls were usually related to connectivity and login issues• On average it took 1.5 minutes to locate and verify an account• Troubleshooting took an average of 4.5 minutes• 4% of the calls were disconnected mid-stream
AHT Analysis
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Reasons for Hold Time
00:33
01:25
01:5902:22
07:09
04:16
00:00
01:26
02:53
04:19
05:46
07:12
08:38
Plan Modification Review account Trouble shooting Review account Trouble shooting Cancellation
Excellent (Less Than 2 Minutes) Good Needs Improvement (More Than 2 Minutes)
Reasons for Hold & Time Taken
•Categorization of calls by type, and the amount of hold time taken•This helps in mapping agents skills with situation and replicate best practices across agents
www.etechgs.com | Confidential 44
• Account verification through IVR before connecting to agent
• Password reset by SMS vs. email (as customer is not on Wi-Fi yet)
• Pop up, website and IVR suggestions for basic internet troubleshooting
• Improve agent product knowledge specifically related to plans and charges
• Enhance web site information and instructions - examples
RECOMMENDATIONS TO AHT & CALL VOLUME
Estimated reduction in AHT by implementing above recommendations is approximately 2 minutes .
Greeting0.5 Minute
Locate &
Verify A/C
1.5 Minutes
Trouble-Shooting
4.5 Minutes
Close0.5 Minute
Greeting0.5 Minute
Locate &
Verify A/C
0.5 Minute
Trouble-Shooting
3.5 Minutes
Close0.5 Minute
5 Minutes
7 Minutes
Current Average Call Length:
Estimated Call Length with Etech Recommendations:
www.etechgs.com | Confidential 45
Drivers of Negative Experience/Sentiment Insights Recommendations
Agent Engagement
1. Agents are procedure focused
2. Jump into account verification without asking for call reason or acknowledging customer issue
3. Rapport building is minimal
1. Agents should be trained to better handle call opening
2. Need to first gather reason for call and follow with acknowledgement and empathy to create a more engaging experience
Customer Effort/Process Gaps
1. Account location and verification takes lot of time
2. Troubleshooting is also time consuming and frustrating
3. Access and login issues
4. Adding devices is not easy
5. Plans and conditions are confusing
6. Web site functionality and instructions are not clear/intuitive
7. Notification for outages
1. Automate input for account location and verification
2. Basic internet troubleshooting steps should be easily available
3. Track, investigate and address login issues. Send password via SMS versus email.
4. Simplify procedure to add devices without having to call in.
5. Review and modify product information so it is easily understandable
6. Track and address web site issues resulting in calls
7. Provide Outage notifications through IVR and Web
Retention
1. For the most part, agents don’t probe to understand reason for cancellation or try to retain the customer
1. Agent’s should be trained, coached and incented to understand customer’s reason for cancellation and offer appropriate plan to meet customer needs.
Recommendations to Improve CX & Business Outcomes
www.etechgs.com | Confidential
Effort drivers analyzed
Transfers or
repeating info
Arduous
policies
$3.3MILLION
in savings discovered
✔ ✔
Channel
Switching
Robotic
Service
Hassle
factors
Repeat
Contacts
Use Cases - Initial Analysis, Financial Impact for Power Company & PC Manufacturer
46
www.etechgs.com | Confidential
$1M$1M$100k$500k
Reduce Call Volume
Increase Up-Sell Revenue
Increase Cross-Sell Revenue
Increase Paperless
Billing
Live monitor 100% pitch rate best
practice
Live monitor double pitch rate
best practice
Live monitor double pitch rate
best practice
Reasons repeat switching
47
Use Case cont. Effort Drivers: Key Impact Areas
www.etechgs.com | Confidential
Solution: monitor agents to increase pitch rate on new accounts
Estimated opportunity paperless for new accounts
Avg Calls
per Month % New Accts
New Accts
per MonthPaperless Offered
Increase
Offer Rate Increased Offers Conv Rate %
Estimated
New Accts
Added
Monthly Value
Res 22,4191 9.6% 2,1522 17.5% 82.5% 17,755 71.4% 12,677 $69,726
Bus 27,525 10.5% 2,890 18.8% 81.2% 2,346 33.3% 781 $4,297
Total $74,023
Annual $888,276
48
Impact Area: Paperless Billing
www.etechgs.com | Confidential
Cost of channel switching due to access code (opportunity)
% total callsEstimated calls based on
224191 per mo.
% calls due to access
code
Estimated calls per month
due to access code
Estimated cost per mo. of
channel switching
Estimated annual cost of
channel switching
3.6% 8084 60% 4,850 $29,732 $356,780
49
Impact Area: Channel Switching to Reduce CallsSolution: note on website, informing users where to find the access code
www.etechgs.com | Confidential
Estimated
annual calls
% of total callsEstimated annual calls dispatching an
on-site technician based on call %
% on-site technician dispatch reduction due to a
targeted action
Estimated dispatch reduction
per year
Estimated
annual value of dispatch
reduction
5,000,000 2.2% 110,000 10% 11,000 $1,100,,000
10,000,000 2.2% 220,000 10% 22,000 $2,200,,000
15,000,000 2.2% 330,000 10% 33,000 $3.300,000
Value of onsite technician dispatch reduction (opportunity)
50
Impact Area: Insights to reduce Technician DispatchesSolution: targeted management of agents
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Estimated
annual calls Length% of total calls
Estimated annual calls, Segment
3 longest call reasons1 minute AHT reduction Annual operational savings
5,000,000 8% 415,000 415,000 $141,000
10,000,000 8% 830,000 830,000 $282,000
15,000,000 8% 1,245,000 1,245,000 $423,000
Value of 1 minute AHT reduction on five largest Premium Warranty drivers (opportunity)
Accidental…
Parts
Driver/Software
Operating…
Printer Issues
Motherboards
Premium By Top Reason By Call Time
<30 Min 30><50 Min 50><90 Min >90 Min
51
Impact Area: Insights into AHT driversAHT areas to target are OS, Hard Drives, Printer issues Parts. And Drive/Software reinstalls
www.etechgs.com | Confidential
Artificial Intelligence is to supplement, not to replace!
www.etechgs.com | Confidential
In a world driven by tech…Your people matter more then ever.
Job looks the same but your customer expectations have changed.
53
Machine learning is lost without People
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Artificial Intelligence is not a set-it and forget-it solution
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People Drive the AI Rules
www.etechgs.com | Confidential
Audio Transcribe Tuning Analyze Infer Insights
Simple & Secure Audio Integration
Captured from Landline, Skype,
Mobile
Highly Accurate Speaker Separated
Transcription
Configure&
Teach(AI & Machine
Learning)
Redactor +
Analytics&
Customer Effort Drivers
Actionable Insights with
Recommendations
Interpretation of Data by Analysts
56
Leveraging People, Processes & Artificial Intelligence
www.etechgs.com | Confidentialwww.etechgs.com | Confidential
4 Steps to Effectively Utilize AI Speech Analytics
EngageInitiate the right
conversations by
engaging the
customers and
utilizing other
CRM systems
ListenListen to 100% of
customer interaction
and what both
agents and
customers are
saying
LearnGather
intelligence to
learn agent
behavior and
customer
preference to
innovate and
customize
services
PredictLearn patterns
from data and
predict outcomes.
Make decisions
based on past
trends and
behaviors
www.etechgs.com | Confidential 58
Reduced Operational Costs
Increased coaching efficiency leading to better customer experiences
Improve agent performance and reduce handle times
Increase retention by reducing churn rates
Identify opportunities across the board vs sample of the population
Ability to increase Sales, FCR rates, CSAT and Self Serve insights
Benefits of AI Speech Analytics
www.etechgs.com | Confidentialwww.etechgs.com | Confidential
Key Takeaways 1.Why Artificial Intelligence is important2.How Artificial Intelligence can improve your contact center
performance and customer experience3.People are at the center of this transformation4.Free Prizes
59
www.etechgs.com | Confidential
Bo
ok
Sign
ing
Even
t Learn how Artificial intelligence is revolutionizing the contact center industry, it’s impacts, the brighter side of AI and the role of people.
Don’t forget to share your thoughts / feedback at: Jim@etechgs.com
Visit us at Booth #208 Check out our DEMO DRIVE Wed – 9:50-10:50
Book Signing Event: Jan 18th 3:25 – 4:20Grand Ballroom CD
60
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