the man vs. chatbot main event...interactive q&ainteractive q&a your phone will work in...

© 2017 24/7 CUSTOMER, INC.

The Man vs. Chatbot Main Event

© 2017 24/7 CUSTOMER, INC. 2

Aneta RanstollerProduct Marketing

Manager, Vertical

Markets

[24]7

Graham

KnowlesEnterprise Solutions

Architect

[24]7

© 2016 24/7 CUSTOMER, INC. 3

Web

Reach client.

e-Business.

1990s

Mobile & Cloud

Experience-first.

Multi-channel.

Late 2000s

Conversational AI

Chatbots/VA.

Across devices and channels.

2016 - present

Paradigm Shift:

From Automation to Experience to Conversations

Paradigm Shift:

From Automation to Experience to Conversations


Top 3 interactions associated with great CX

4

Organizations must look to empower their customers with choice

of channels, predict their intent and optimize self-service to increase conversions,

lower costs and improve loyalty.

58% 55% 51%

Accurately predict

customer intent

Optimize self-serviceContact across any

channel of choice

Source: [24]7 Customer Engagement Index

© 2017 24/7 CUSTOMER, INC. 5

How customers communicate has changed…

WebsitesClient applications Apps Messaging Device

Dynamic Immediate Conversational

Why chatbots, why now?


So What is a Chatbot Anyway?

6

“A chatbot is a service, powered by rules and sometimes

artificial intelligence, that people interact with that could live on

a website, a mobile app, or a messaging platform.”

Informational

Ask a question, get an answer

Personal &

Conversational

Emulates a human conversation

Transactional

Guides the user through a series

of steps to complete a task

© 2017 24/7 CUSTOMER, INC. 7

• Communicate at their

own convenience, access

to conversation history

• Resolve service issues

directly on the website

What Consumers want from Chatbots

• Automated responses to their

questions

• Fast and contextual access to

their account information

• Engagement – Quick and

personalized approach

• Holistic flow of conversation

from start to finish

• shopping experience

Effortless

Checkout

Chatbot integration provides the consumer with the immediate conversation for the

convenient, seamless and effortless shopping experience they demand.


Role of Chatbots

8

1) CX – 1st area to benefit from Bots

2) Increase revenue

3) Save time and money

4) Customer Support


Engage on any channel or

device during:

• Acquisition

• Servicing

• Retention

9

Design and deliver customer

service experiences:

• Easy – offer self-service and

assisted service

• Effective – leverage data to

offer prescriptive advice

• Emotion – engage

proactively to forge an

emotional bond

Deliver business outcomes

• Attract new customers

• Retain customers

• Lower costs

• Improve customer

experience

What Should Enterprises Do?

© 2017 24/7 CUSTOMER, INC. 10

While chatbots can reduce labor costs and

streamline many customer interactions, they

can’t handle all customer journeys or solve every

problem your customers have. The future of

customer service is not a question of human

versus machine - it will require the right mix of

human and machine.”[24]7 PoV

© 2017 24/7 CUSTOMER, INC. 11

“69% of US online consumers would like to be able

to move between customer service channels and

not have to repeat their situations every time.”Forrester, Good Alone Better Together: Integrating Chat And Virtual Agents, 2014


The Value of Combining Chatbots with Live Chat Agents

12

Smarter Online

Engagement

Happier

Customers

Improved Insights

Across Channels

Increased

Sales

$

Lower Operational

Costs

Chatbots and humans must work together to facilitate seamless customer experiences

online and help hesitant users over the adoption hump.

Higher Agent

Productivity


Get a Quote

Chatbot Experience

switch car insurance providers| Send

Sara

Long

9/8/1982

222 Central Ave

Santa Clara

CA

95051

Next


How do you rate this experience?

Do you have any suggestions?

Submit

Tell us your feedback.Getting a quote was so easy!

Get started

POWERED BY [24]7

Get a Quote

Chatbot Experience

Bundle car and rental insurance?

Often you can get a lower rate by

using more than one of our insurance

policies. You will have the option to

add other policies, such as rental or

home insurance when you get to the

“Discounts” portion of the quote.

Was this helpful? YES NOHelp us improveThanks for your feedback.

16

1

1

Masters Degree

Full-Time

Rent

Bundle car and rental insurance Send


16

1

1

Masters Degree

Full-Time

Rent

Get a Quote

Chatbot-to-Chat Experience

What are my deductible options Send

Thanks! What are my options

on deductibles and

corresponding premiums?


Customer is interested

in getting an

international roaming

“Travel Pack” for Brazil

Customer is

proactively engaged

by AIVA to research

Premium

Communication

Can I get a travel pack?

Type something here Ask

16

Wireless phone customer interested in travel pack

© 2017 24/7 CUSTOMER, INC. 17

Customer asks AIVA

about travel options

AIVA provides best

answer and a self-

service option

Customer continues

self-service journey

Interactive Q&A

Have a question about international roaming?



POWERED BY [24] 7

Interactive Q&A


POWERED BY [24] 7

Open Travel Planner

There are a variety of travel options you can

add to your account.

Our Travel Planner can help look up

compatability of your phone model and

compare plan options.



Customer asks AIVA

an additional question

Customer completes

self-service transaction

and rates experience

First, let’s check the compatability of your

device.

Where will you be traveling?

I will be on a cruise ship as part of this trip

I will be going to multiple countries

Brazil

Travel Planner

Anne Fairchild

415.555.1212

Apple iPhone 5

DataPro 2GB 4G LTE

Messaging 200

Check CompatabilityBackType something here Ask

POWERED BY [24] 7

Interactive Q&AInteractive Q&A

Open Travel Planner









device.




Travel Planner

Anne Fairchild

415.555.1212

Apple iPhone 5

DataPro 2GB 4G LTE

Messaging 200

Type something here Check CompatabilityBackAsk

POWERED BY [24] 7


Open Travel Planner









device.




Travel Planner

Anne Fairchild

415.555.1212

Apple iPhone 5

DataPro 2GB 4G LTE

Messaging 200


POWERED BY [24] 7


Open Travel Planner








Br

Brunei

BrazilFirst, let’s check the compatability of your

device.




Brazil

Travel Planner

Anne Fairchild

415.555.1212

Apple iPhone 5

DataPro 2GB 4G LTE

Messaging 200


POWERED BY [24] 7


Open Travel Planner








Ask

Your phone will work in Brazil. Which

plan would you like to add?

International talk, text & data

Type something here Select & ReviewBack

POWERED BY [24] 7


Travel Credit Add On (Standard)

Travel Pack*

Travel Credit Add On (Pro)

$30.00

N/A

$60.00

This package includes 120 MB data, and

$1.00 per minute calling per device.

*Not available in Brazil


$.50 per minute calling per device.

Open Travel Planner








Type something here Ask Select & ReviewBack

POWERED BY [24] 7






Travel Pack*


$30.00

N/A

$60.00






Open Travel Planner








Will I get a usage alert while traveling?

Type something here Ask Select & ReviewBack

POWERED BY [24] 7






Travel Pack*


$30.00

N/A

$60.00






Open Travel Planner






As a pre-paid user you’ll get a low-balance

alert to let you know while you’re running

low.




Review Plan

Type something here Ask Add to PlanBack

POWERED BY [24] 7


$60.00

One-time charge

How would you rate the experience of

changing your phone plan?

Open Travel Planner








low.







Review Plan

Effective

7/18/15

Add to PlanBack

Passport Plus

$60.00

One-time charge


How would you rate the experience of

changing your phone plan?


POWERED BY [24] 7


Open Travel Planner








low.





Open Travel Planner








low.



POWERED BY [24] 7

Your travel plan has been added.


$60.00One-time charge300 MB data$.50 per minute calling

Customer interacts with [24]7 AIVA Assistant


iPhone 6

Display

measures

4.7 inches

corner-to-

corner at a

resolution

of 1334 x

750 pixels

iPhone 6 Plus

Display

measures 5.5

inches and a

resolution of

1920 x 1080

pixels

iPhone 6 iPhone 6 Plus

18

AIVA escalates (Right

Channels) the

interaction to live chat

Chat Agent shares

rich content about

phone options

You are now chatting with Emma

One of our associates can help you

choose your new phone. Would you

like to chat now?

Hi, here are two options for you to

choose from.

Can I switch my phone to an

iPhone 6?

Customer requests

a phone upgrade

Chat now

Do they have the same

camera?

Your existing iPhone 5C plan

restrictions ended, so this should be

possible with no penalties!

Personalized

answer provided

Customer Requests Phone Upgrade


[24]7 Chat Agent’s screen during session

19

Dennis:

Do they have the same camera?

Suggested Answer:

What are the iPhone 6/6 Plus

camera’s specs?

The iPhone 6 and 6 Plus both

feature an 8-megapixel iSight camera

with Focus Pixels, True Tone flash

and optical image stabilization.

What are the iPhone 6/6 Plus

video specs?

The iPhone 6 and 6 Plus both

feature a 1080p HD video recording

At 60 fps and slow motion video

recording at 240 fps, plus

a FaceTime HD Camera.The iPhone 6 and 6 Plus both feature an 8-megapixel iSight

camera with Focus Pixels, True Tone flash and optical image

stabilization.

Journey context passed

from AIVA to chat

agent

AIVA recommends

answers to chat agent

Agent selects (1 click)

right answer

Customer asks

question

Right answer sent to

customer

© 2017 24/7 CUSTOMER, INC. 20

How to build a seamless customer experience that your customers will love


Persistently Dock The “Chat” Invite

21


Chatbot Starts The Conversation

22

Introduction

List of potential questions

User knows they’re speaking to a Chatbot


Bot-to-Chat Transfer

23

Chatbot either can’t answer the question

or you purposely don’t want it to

Seamless transition to a live chat

agent with the Chatbot conversation

Chat agent introduces himself and

repeats the customer’s intent

Chatbot and human Chat conversations

share the same form factor


Chatting With a Human Agent

11

Chat start timestamp

Chat agent introduction

Customer intro and intent identification

Typing indicator


Give Customers Options - Menu

25

Drop-down menu gives customer options


Chat/Chatbot Transcript

26

Chat transcript includes the Chatbot

and Chat agent conversations


End of Chat Options

27

Offer the customer options at the end of

the Chat/Chatbot session with high

priority items colored to stand out


Post-Chat/Chatbot Survey

24

Experience rating (CSAT)

Recommendation rating (NPS)

Additional comments

© 2017 24/7 CUSTOMER, INC. 29

Key Takeaways

1 2 3

Chatbots drive digital

self-service and lower

customer effort

Chatbots should be part of

Enterprises’ digital

customer experience

strategy

Chatbots + Chat Agents

deliver the right experience


New Guidebook: Everything About Chatbots!

30

• Chatbots 101: Everything you need

to know about this new AI technology

and how it’s changing CX

• Different types of chatbots and how

to find the best one for your business

• Pitfalls, perils, and best practices

when it comes to implementing a

chatbot (with real world examples)

For more information, please email [email protected]

http://info.247-inc.com/CEC-WS-Everything-You-Need-to-Know-About-Chatbots.html?utm_source=webinar&utm_medium=slidedeck

http://info.247-inc.com/CEC-WS-Everything-You-Need-to-Know-About-Chatbots.html?utm_source=webinar&utm_medium=slidedeck

mailto:[email protected]?subject=Chatbots eBook

the man vs. chatbot main event...interactive q&ainteractive q&a your phone will work in...

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