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+The Next Evolution of Customer Service
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Welcome
Thank you for joining today!
Submit questions via the WebEx Chat panel & Twitter - @MoxieSoft and @VirtuOz
Session will be recorded and sent to attendees with presentation
Speakers
Pam KostkaChief Marketing OfficerVirtuOz
David LowyVice President, Product ManagementMoxie Software
A digital persona that engages in a personalized conversation with consumers, responding quickly and accurately to their requests, guiding them to information, or performing tasks on their behalf.
• Delivers the knowledge and performance of the best marketing, sales, and support professionals with the convenience and accessibility of self-service
• Provides a new online channel optimized for today’s web-savvy consumer
• Is deployable on the web, mobile platforms, and social media for anytime, anywhere access
What is an Intelligent Virtual Agent?
Interest in Virtual Agents
By 2015, 50% of online customer self-service search activities will be via a virtual agent for at least 1,500 large enterprises.
- Gartner
“Virtual humans…will drastically change our world in the decade to come.” – Chief Futurist David Evans, Cisco
“There are more than 1.4 million conversations with virtual agents happening each day.”
- Forrester
Experts predict that trends such as… multichannel knowledge management,virtual agents in mobile and social, and natural language processing will have the biggest impact on the customer service experience in 2012.
- 1 to 1 Media
Why Virtual Agents Now?
Consumer to Business• Changing customer preferences
- Only 29% of US online adults prefer the telephone for customer service
- 159 million US online adults have 2 internet devices
- Online chat preferred: Facebook tops Google for weekly traffic in the U.S
- 24X 7 self-service access
• Changing customer demographics- 76 million millenials
- Over 50% of the global population is under 30 years old
- Generation Y and Z consider e-mail passé – some universities have stopped distributing e-mail
Technology Advancements• Artificial intelligence and natural language processing
effectively simulates human conversation, thinking, and doing
“In three to five years, Virtual Agents will become the new standard for customer interaction. ”
GartnerNovember 11, 2011
MOBILE
The Problem: User Experience vs. Operational Costs
FACEBOOK WEBSITE
$$¢ $$$ $$$$¢¢ ¢¢¢
New, contemporary online channel• One right answer—fast—with 80% resolution• 24/7 access on web, mobile, & social media• A preferred conversational interface• 1/10th the cost of human-assisted channels
A Trusted Guide, serving as the first point of entry for online activities, guiding consumers to the most appropriate channel for their interactions
A Personalized Assistant, smart about consumers and able to determine their identity as well as their intent and needs
Sensitive to Context, understanding what the consumer needs and how to best meet that need in a given context and through the access point or delivery vehicle they prefer
Results-focused, providing the right outcome—the most informed response—in an appropriate timeframe, which is always quickly
A Long-term Relationship, developing and maturing through increased interaction, evolving to the point that it not only assists, but serves as an advocate on behalf of the consumer
Today’s Virtual Agents Deliver
Listen
How It Works
Measure
ChannelRespond
Converse
Engage
Direct Response
Guided ResponseProxy Response
Best Practices for Virtual Agents
Pick the right partner
• Software, Services and Experience
Invest in the representation of your brand
• Avatar, dialog strategies, and tone
Train your “team”
• Stay relevant by committing to continuous training of the VA
Plan to expand
• Mission, Access Points, and Geographies
Integrate to be multi-channel aware
• Achieve 100% resolution with live chat and click to call
• Ensure consistency with Knowledgebase
• Create a compelling, personalized customer experience with CRM
Transitioning from Virtual to a Live Agent
Virtual agent should escalate to live help when a user:
• Asks for live chat or telephone
• Has asked a question several times
• Indicates in a feedback survey that they weren’t satisfied with the answer
• Is in a preferred segment
• Asks a question that is too complex for a virtual agent (i.e., “What stock risk should I have in my portfolio?”)
• Uses language that indicates frustration or distress
• Threatens complaints
• Triggers business rules (i.e., “I want to buy an expensive/complex product”)
Chat is an obvious choice: highest customer satisfaction rate at 62%
• Based on request and agent availability offer alternative such as email, phone, etc.
Transition for customer must be seamless, obvious and informative
Agent Experience Across Touchpoints
Pick the right partner
• Software, Services and Experience
Unified knowledge framework
• Across Self-Service, Agent Support, Virtual Agent, Internal access
Common processes across touchpoints
Single view of customer data
• Cross-channel history, customer profile and insight into issue at hand
Digital Consumers
Consumers demand quality and consistent support across a variety of channels
• Multi-touchpoint, multi-device
Today’s organization must become customer-centric versus channel-centric
Case Study: Large Telco Provider
Business Goals• Improve customer satisfaction through web self-service
• Create a consistent experience across all channels
• Offer a seamless transition from virtual to assisted customer service
Combined Solution• Address top customer issues
• Pre-qualify the user’s issue and transition the user seamlessly to the right Live Chat queue
Performance Results Achieved
Virtual Agent Live Chat
• 75% IVA Resolution Rate• 22% eDeflection Rate
• 300,000 chat sessions per month• 15% Reduction in Live Chat time
Webinar Wrap Up
Questions:
• WebEx Chat Panel
• Twitter: @Moxiesoft & @VirtuOz
Session recording and presentation will be sent via email
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