Improve and Enhance Your Customer Experience using ... · | Confidential Improve and Enhance Your Customer Experience using Artificial Intelligence Etech Global Services Booth #208

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

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www.etechgs.com | Confidential

Shawndra TobiasSr. Director, Customer Experience

[email protected]

936.371.1817

@shawndra_tobias

linkedin.com/in/shawndra-tobias-8b269b33

2


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?

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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.

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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


ETECH'S JOURNEY




Jim IyoobEVP Customer Experience & Operational Excellence

[email protected]

936.371.2640

about.me/jiyoob

@jiyoob

facebook.com/jim.iyoob

linkedin.com/in/jimiyoob

8


The Evolution of Contact Centers

2000sMulti-Channel Centers

1990sVoice Centric Centers

2010sSM/AI Centers

An Ever- Changing Industry



Based on your perception of the interaction

Quality is an Outcome

11


Customer Experience is the Foundation

Quality is More than a Beautiful Exterior

12


experience

more for the

Customers will pay

• Home Coffee $0.51

• Starbucks $2.99+

• Ritz Hotel $10.00

13


Are you creating a “High-Effort Experience” for your customers? Beware!

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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%


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

16

Quality Starts with a Strong Foundation


Contact Center Quality AssuranceRequires Transformation

Scores & Checkboxes

Customer Sentiments

Insights & Recommendations

Business Goals

17


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

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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


Customizable Machine Learning Speech Analytics

Customer

Agent

Real TimeAI

Business Rules

Real TimeDecision Making

SupervisorAlert

Improve Training and Coaching Guidelines

Improve Business Results


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


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


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


4 Steps to Effectively Utilize AI Speech Analytics

EngageListen Learn Predict


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


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?


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


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



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


So What? Why should we care?

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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

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What Happens When You Underestimate the Importance of Transitioning Technology?


Fujifilm and Polaroid instant camera comeback


Where Are They Now?


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 …


Shabbir KagalwalaSr. Technical Project Manager

[email protected]

936.371.3898

@KagalwalaS

linkedin.com/in/shabbirkagalwala

35


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


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)


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


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


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


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%


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

www.etechgs.com | Confidentialwww.etechgs.com | Confidential 43

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


• 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:


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


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

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$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

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Use Case cont. Effort Drivers: Key Impact Areas


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

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Impact Area: Paperless Billing


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

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Impact Area: Channel Switching to Reduce CallsSolution: note on website, informing users where to find the access code


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


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

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Impact Area: Insights into AHT driversAHT areas to target are OS, Hard Drives, Printer issues Parts. And Drive/Software reinstalls


Artificial Intelligence is to supplement, not to replace!


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


Artificial Intelligence is not a set-it and forget-it solution


People Drive the AI Rules


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



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


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


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


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: [email protected]

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

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mailto:[email protected]

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Improve and Enhance Your Customer Experience using ... · | Confidential Improve and Enhance Your Customer Experience using Artificial Intelligence Etech Global Services Booth #208