technology innovation showcase humans & ai: the perfect cx ...€¦ · technology innovation...
TRANSCRIPT
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www.creativevirtual.com
Technology Innovation Showcase
Humans & AI:
The Perfect CX Power Couple
Chris Ezekiel, Founder & CEO
@chrisezekiel @creativevirtual
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What do consumers value most in their customer experience?
Q: When it comes to great overall CX, how important do you think each of the following will be in the future?Source: PwC Future of Customer Experience Survey 2017/18
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Humans & AI are the perfect
Power Couple
for meeting CX expectations . . .
. . . but what does this look like?
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Gartner predicts by 2020, 25% of customer service and support operations will integratevirtual customer assistants technology across engagement channels, up from less than 2% in 2017.
Source: Market Guide for Virtual Customer Assistants, Gartner, 2017
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How do I bring this all together to centrally control a consistent, convenient and efficient CX?
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to deliver consistent information and support across contact channels
Use a single Orchestration Platform
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Live Demos: How are companies already doing this?
▪ Transport for NSW
▪ Chase
▪ HSBC HK
▪ HSBC Commercial Banking
▪ The New York Times
▪ BT
▪ Rest
▪ V-Person Live Chat™ & V-Portal™
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Rest – Live Chat HandoverCase Study: https://www.creativevirtual.com/customer-success-stories/rest/
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to deliver consistent information and support across contact channels
Use a single Orchestration Platform
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DBS Bank – Internal Service Desk
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Citibank India – HR Support
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Update Cycle: Combining AI & human input
Learn: System ‘learns’ potential new customer behavior.
Approve: Human editor approves AI suggestions.
Deploy: Updated knowledgebase is
published with improved understanding.
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What business benefits will I see?
▪ Seamless, fully-integrated, end-to-end customer engagement
▪ System continually learns in a way that allows you to maintain control over reliability
▪ Orchestration Platform enables custom tuning of how much human curation and machine learning
▪ 24/7 access to smart self-help
▪ Average contact deflection rates of 20-30%
▪ Reductions of up to 80% in live chat sessions
▪ Average handling time reductions of up to 40%
▪ ROI in less than 12 months
▪ More engaged, skilled and happier agents resulting in reduced staff turnover
▪ Lower support costs, improved efficiency and increased sales
▪ Unique customer insights
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Our Client References
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Let’s continue the conversation
▪ Individual workshop to build your business case (no charge from Creative Virtual)
▪ Reference calls with Creative Virtual’s customers and partners
Email: [email protected]