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ChatBots and AI

Is there really a place for them


in the contact centre?
PRESENTERS

Ben Williams,
Fujitsu Group,
CTO

Alex Black,
Enghouse
Interactive
CTO
AGENDA
ChatBots and AI - Is there really a place
for them in the contact centre?
Alex Black, Enghouse Interactive, CTO

The things to watch out for when building an


AI and ChatBot strategy for your customers
Ben Williams, Fujitsu Group, CTO

Audience Debate
What do customers really want in the
digital age?
Jeremy Payne, Enghouse Interactive, VP of Marketing.
.
Would like to gain your thoughts
ChatBots and AI
Is there really a place for them
in the contact centre?
Alex Black, Enghouse Interactive, CTO
Looking Back to
Look Forward

Source: The Economist


What Some People
Are Saying About AI
and Customer
Interaction

85% of questions will be


answered by virtual assistants
70% of all use cases in AI are
related to customer service and call
or ChatBots by 2020. centres in 2017.
Source: Gartner
Some of what is being said is hype so
we must keep it in perspective
• A lot of what is being discussed are advanced
IVR applications
Some Thoughts on • Technology has its place but humans will also
Robots in Customer have their place!!
Interaction • The level of empathy required
for the role will determine the
suitability for ‘replacement’
• Conversational interaction

Some Areas in • Intelligent agent selection


Customer Interaction
Where AI Has a Role • Improving customer and agent
to Play experience

• Deriving business insights from


interaction data
• Artificial intelligence is the technology
that people are talking about
Some More
Thoughts on • Knowledge Management is the very
Robots in Customer important part below the surface that
gives the robots their knowledge
Interaction • Something you can start thinking about ahead of
time
• It has a broader strategic impact on a business
CONTACT CENTER CHANNEL
PREFERENCE
< 25 years 25-34 years 35-54 years 55-70 years >70 years

We All Like to
100%
90%

Interact in Our
80%
70%

Own Way
60%
50%
40%
30%
20%
10%
0%
Social Media Mobile Email Phone Web chat Other
Application
Right now there seems to be a great deal
of focus on the millennial population
• This seems to be distorting the whole debate in
many instances
Some Thoughts on
Omni-channel and Every layer in the population is important
Customer to consider
Segmentation
You really do need to fully understand the
markets you serve and interact with them
appropriately
• Despite what you hear, voice isn’t going away any
time soon!
There is a broad adoption of sophisticated
access devices across the age spectrum
• This provides a very strong platform for [self-
service] customer interaction
Impact of
Mobilisation on Despite Mrs Black’s best efforts, IVR is not
Customer dead!
• The general IVR is still being used to very great
Interaction effect
• However, it has been developing to add support
for other [mobile] technologies
• SMS notification
• ‘Visual’ IVR applications
• Chatbots
The Role of Social
Media in Customer
Interaction
Factors to Consider in Adopting New Technology

S P R
What is the most important resource, technology or
people?
Factors to Consider in Adopting New Technology

S P R O
Thank you
POLL
Would like to gain your thoughts
The things to watch out
for when building an
AI and ChatBot strategy
for your customers
Ben Williams, Fujitsu Group, CTO
• Fujitsu is the leading Japanese information and
communication technology (ICT) company

• 140,000 Fujitsu people support customers in more


than 100 countries.

About Fujitsu • 7th largest IT services provider, offering a full range


of technology products, solutions and services

• Fujitsu EMEIA delivers Digital Transformation


Services to it Customers

• Delivering Managed Digital Workplace Services out


of Customers (B2B)
Always connected, All the time – anywhere, any
device.

Many are not working the usual 9-5 in a set


desk anymore. In fact 90% dislike strict nine-to-
five workdays.

By 2025 75% millennials in the workplace,


and over 40% of this group prefer to

Business
communicate electronically rather than over
the phone.

Challenges In our personal lives we are used to using


personalised intelligent and contextual services
that know us as individuals. (Whether its
Spotify, Netflix or Amazon)

We like to be presented with


different choices, as we all have
different preferences.
24/7:365 Availability Simple Multiple Device Support
Choice To Use

Choice &
Service Intelligence
Simplicity Be Better Context

To Support
A Consistent Role relevant
the User A Familiar User
User Experience Services
Interface
Social Command
Centre
• Art of Conversation (NLP)
Virtual Agents
• Global Content
• Customer Specific Content (Customer,
Department….)
• Content Gathering
• Identify knowledge sources
• 12 weeks initial learning
• Top 25% incidents & requests
• More than glorified knowledge search
• Multi-lingual support
• Integrated and automated
• Cater to your user base
Virtual Agent Challenges
• Driving Adoption & Utilisation

• Focus on Content Management

• Data Security

• Everyone has one – building the eco-


system
Shift to Artificial Intelligence
We are here

“I need this problem fixed.” “Thanks for helping me.” “What problem?”
UK Gov Customer User Journey with Performance Data
Actual Numbers Jan -
58.4% Sept 2017

User selects initial Virtual Agent 10.7%


contact method, based Self Service
on process or privilege Need Escalation

41.6% Call Direct 89.3%

User selects Contact Channel

Resolved
Service Desk Agent (Agentless)

Scheduled
52.2% of all contacts Call Now Live Web Chat
Call Back
resolved using self-service 18.0% 80.8%
1.2%
1. Technology isn’t the problem, it’s
people, process and strategy
2. Connectivity to your contact centre
Things to think and human agents transferring all
about when interaction
building a ChatBot 3. Content, resources, information
& AI strategy overload
4. Security – Who is accessing your data
5. How do you monitor your Bots and
continuously update?
Thank you
https://digitalworkplace.global.fujitsu.com/wp-
content/uploads/2018/05/4256_SCC_Vision_SC
REEN_v3.0.pdf
Our Approach

ChatBots and AI
Resources

WHITEPAPER INFOGRAPHIC VIDEO – Coming soon


Audience Debate

What do customers
really want in the
digital age?
Any questions

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