ChatBots and AIIs there really a place for them in the contact centre?

Ben Williams, Fujitsu Group,

CTO

Alex Black, EnghouseInteractive

CTO

PRESENTERS

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 customersBen 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 AIIs 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

or ChatBots by 2020.

70% of all use cases in AI are related to customer service and call

centres in 2017.Source: Gartner

Some Thoughts on Robots in Customer Interaction

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

• Technology has its place but humans will also have their place!!

• The level of empathy required for the role will determine the suitability for ‘replacement’

Some Areas in Customer Interaction Where AI Has a Role to Play

• Conversational interaction

• Intelligent agent selection

• Improving customer and agent experience

• Deriving business insights from interaction data

Some More Thoughts on Robots in Customer Interaction

• Artificial intelligence is the technology that people are talking about

• Knowledge Management is the very important part below the surface that gives the robots their knowledge

• Something you can start thinking about ahead of time

• It has a broader strategic impact on a business

We All Like to Interact in Our Own Way

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Social Media MobileApplication

Email Phone Web chat Other

CONTACT CENTER CHANNEL PREFERENCE

< 25 years 25-34 years 35-54 years 55-70 years >70 years

Some Thoughts on Omni-channel and Customer Segmentation

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

Every layer in the population is important to consider

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!

Impact of Mobilisation on Customer Interaction

There is a broad adoption of sophisticated access devices across the age spectrum

• This provides a very strong platform for [self-service] customer interaction

Despite Mrs Black’s best efforts, IVR is not dead!

• The general IVR is still being used to very great 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

POLLWould like to gain your thoughts

The things to watch out for when building an AI and ChatBot strategy for your customersBen Williams, Fujitsu Group, CTO

About Fujitsu

• Fujitsu is the leading Japanese information and communication technology (ICT) company

• 140,000 Fujitsu people support customers in more than 100 countries.

• 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)

Business Challenges

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

communicate electronically rather than over the phone.

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.

Choice & Simplicity

Choice

Role relevant Services

A Consistent User Experience

24/7:365 Availability

To Support the User

SimpleTo Use

Multiple Device Support

Context

A Familiar User Interface

Be Better

Service Intelligence

Social Command Centre

Virtual Agents • Art of Conversation (NLP)• 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

Virtual Agent Challenges• Cater to your user base

• Driving Adoption & Utilisation

• Focus on Content Management

• Data Security

• Everyone has one – building the eco-system

Shift to Artificial Intelligence

“I need this problem fixed.” “Thanks for helping me.” “What problem?”

We are here

UK Gov Customer User Journey with Performance Data

Call Now Live Web Chat Scheduled Call Back

User selects Contact Channel

User selects initial contact method, based on process or privilege

Service Desk Agent

Call Direct

Self Service Virtual Agent

Need Escalation

Resolved(Agentless)

58.4%

41.6%

10.7%

52.2% of all contactsresolved using self-service 18.0% 80.8% 1.2%

89.3%

Actual Numbers Jan -Sept 2017

Things to think about when building a ChatBot& AI strategy

1. Technology isn’t the problem, it’s people, process and strategy

2. Connectivity to your contact centre and human agents transferring all interaction

3. Content, resources, information overload

4. Security – Who is accessing your data5. How do you monitor your Bots and

continuously update?

Thank youhttps://digitalworkplace.global.fujitsu.com/wp-

content/uploads/2018/05/4256_SCC_Vision_SCREEN_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