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Aspect Digital Self-Service

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This deck shows how customer (self-)service can be re-imagined through messaging/texting, and how context continuity can be maintained atop of the explosion of available customer care channels.

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Aspect Digital Self-Service

  1. 1. ©2016 Aspect Software, Inc. All rights reserved DIGITAL SELF-SERVICE August 2016 Tobias Goebel Director, Emerging Technologies
  2. 2. ©2016 Aspect Software, Inc. All rights reserved Digital Self-Service 2 Context Continuity Staying on Top of the Channel Explosion Interactive Text Response Re-imagining Customer Service through Messaging Aspect® Customer Experience Platform™ The Enabling Platform Where to Start? Pilot Selection Framework Go!
  3. 3. of consumers are annoyed when they have to repeat themselves about the same customer service issue 89%
  4. 4. ©2016 Aspect Software, Inc. All rights reserved Show them you know them! • Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues • Provide a seamless Omni-Channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted • Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data The Solution: Context Continuity CONTEXT CONTINUITY CONVENIENCE
  5. 5. ©2016 Aspect Software, Inc. All rights reserved 5 Examples ▸ Dropout points in IVR interactions ▸ Business tasks that weren’t completed on last call ▸ Last transaction performed in mobile app ▸ Last time the customer talked to an agent ▸ Last issue discussed with agent ▸ Most recent page of your website the customer visited Think “browser cookies”: Small data bits that track the customer journey Context Cookies stored in Continuity Server
  6. 6. ©2016 Aspect Software, Inc. All rights reserved 6 1. Max calls in and tries to update his credit card expiration date. His call gets dropped. 2. Max calls in again, expecting to start from scratch. To his surprise, the IVR remembers his transaction. http://aspct.co/continuity1 http://aspct.co/continuity2 Prime Telecom call endedconnectedconnectedcall ended Prime Telecom will always offer to complete the last transaction if unfinished in previous session DEMO
  7. 7. ©2016 Aspect Software, Inc. All rights reserved 7 1. Max calls in and tries to update his credit card expiration date. His call gets dropped. 2. Max calls in again, expecting to start from scratch. To his surprise, the IVR remembers his transaction. http://aspct.co/continuity1 http://aspct.co/continuity2 OR Max decides to turn to Prime Telecom’s mobile Web app instead Prime Telecom will always offer to complete the last transaction if unfinished in previous session DEMO
  8. 8. With the explosion of messaging channels, Context Continuity becomes more important
  9. 9. ©2016 Aspect Software, Inc. All rights reserved 12
  10. 10. ©2016 Aspect Software, Inc. All rights reserved 13 A chatbot, or bot for short, is an automated, Conversational User Interface (CUI) to any kind of service on the Internet. As opposed to a Graphical User Interface (GUI) such as a website, a mobile app, or a kiosk terminal, a chatbot exposes information through text- based chat, leading a conversation with the user using natural language, buttons to advance the dialog, or a combination thereof. Chatbots are typically embedded in messaging apps such as Messenger or WeChat, but could also be offered on a website via web chat, or over the carrier channels SMS and USSD.
  11. 11. most used apps globally are Messaging Apps 6+ of the Top 10 http://www.kpcb.com/internet-trends 2015
  12. 12. 60 billion messages are sent daily on Messenger and WhatsApp More than 3x the peak global traffic of SMS
  13. 13. ©2016 Aspect Software, Inc. All rights reserved would rather CLEAN A TOILET than talk to customer service* 33% Millennials… * http://www.aspect.com/millennials # http://info.localytics.com/blog/23-of-users-abandon-an-app-after-one-use Messaging: It’s no longer the 42% 23% of app users ABANDON AN APP after 1 use# 72% of customers PREFER TEXT over talking on the phone
  14. 14. ©2016 Aspect Software, Inc. All rights reserved we could come up with the ultimate way to serve customers the way they communicate with each other… What if …WHILE SAVING COST INTERACTIVE TEXT RESPONSE ENTER Monument Cable
  15. 15. The 4 Faces of Messaging
  16. 16. ©2016 Aspect Software, Inc. All rights reserved The 4 Faces of “Messaging” 19 Direct Answers to Questions Basic Information What’s my balance? Your balance as of 6/13 is $89.13. It is due on 6/30 ABC Bank
  17. 17. ©2016 Aspect Software, Inc. All rights reserved 22 The 4 Faces of “Messaging” Display of rich media, or collecting/sharing sensitive information: link to disposable app ABC Bank Can I pay my bill with a different card To pay your bill securely, tap https://m.abcb.com/lH78yU5 Rich Media or Secure Content
  18. 18. ©2016 Aspect Software, Inc. All rights reserved Detour: What’s a “Disposable App”? • Reach the 96% of customers who aren’t regular users of your mobile app • Turn texting into a secure channel • Complements your existing mobile native app A special-purpose, context-aware, secure HTML5 mobile Web app that requires no prior download, works across all smartphone platforms, lets your customer engage on the spot 25 • Pay bills • View lab results • Enter data • …
  19. 19. ©2016 Aspect Software, Inc. All rights reserved Transactions The 4 Faces of “Messaging” “Form Filling”, e.g. Appointment Scheduling I’d like to meet with a financial advisor. Can I come in Monday? On Monday we can offer: 10am, 2pm, 3:30pm ABC Bank 10am works We’re looking forward to seeing you Monday, 10am
  20. 20. ©2016 Aspect Software, Inc. All rights reserved Transactions 29 The 4 Faces of “Messaging” Proactive Outreach Communicate changes proactively through outbound text “Form Filling”, e.g. Appointment Scheduling
  21. 21. ©2016 Aspect Software, Inc. All rights reserved Contact Center 30 The 4 Faces of “Messaging” Getting Human Help – bypassing IVR Call me What do you need help on? E.g. send “loan”, or “card” ABC Bank Credit card A card specialist will call you shortly ABC Bank
  22. 22. ©2016 Aspect Software, Inc. All rights reserved Contact Center 33 The 4 Faces of “Messaging” Getting Human Help – bypassing IVR Respect Channel Choice Stay in messaging channel or escalate to voice
  23. 23. ©2016 Aspect Software, Inc. All rights reserved DEPLOY ANYWHERE Monument +1 800 425 “To make a reservation, please say the city and state first” To make a reservation, please send the city and state first To make a reservation, please send the city and state first IVR TEXT MOBILE APP SOCIAL DESIGN ONCE Aspect CXP: Design Once, Deploy Anywhere
  24. 24. ©2016 Aspect Software, Inc. All rights reserved Application Lifecycle Management CXP Analyzer Debugger, Trace Viewer, Phone-less testing, Load Testing Project Documentation Storyboard Manager CXP Designer NLU Browser Grammar IDE CXP Commander Business User Interface
  25. 25. ©2016 Aspect Software, Inc. All rights reserved Why is Customer Service on Messaging so Attractive? Secure Identity protected through username and password on messaging apps like Messenger Persistent Dialogs are archived in message apps automatically More robust No speech recognition challenges through noisy environments or accents Less intrusive Messaging dialogs can be conducted silently, during meetings, in presence of others, while travelling, etc. Consistent One client, central storage of messages Personal Cell phone or Messenger account belongs to one person, not shared Ubiquitous 1 billion individuals use Messenger already, growing fast. EVERY phone can text Asynchronous Does not take user’s entire attention, i.e. they can pursue other tasks while messaging THINKbeyond the app!
  26. 26. ©2016 Aspect Software, Inc. All rights reserved MESSAGING Asynchronous communication, apps on billions of phones, discovery built-in through embedded address book – just “send your question” SMS Asynchronous communication, app on every phone – find phone number, then just “send your question” WEB/APP App requires discovery and download – apps require download, question needs to be translated into menu options Synchronous, i.e. requires full attention, slow – question needs to be translated into menu options PHONE CALL What’s the LEAST EFFORT way to get your question answered? Effort/TimeSpent Channel
  27. 27. Where to Start?
  28. 28. ©2016 Aspect Software, Inc. All rights reserved Enter the world of Chatbots/ITR with a Pilot 40 ① Schedule a “Customer Journey Mapping” exercise (Onsite or over the phone) ② Brainstorm and Agree on Use Cases ③ Start Pilot Project (~ 8-12 weeks from idea to go-live)
  29. 29. ©2016 Aspect Software, Inc. All rights reserved Pilot Selection Criteria Predictability Design ITR app for predictable user responses Limit domain High WOW Factor Pick a use case that will make an impact Design for “ I did not expect that!” High Visibility Choose a use case that will be noticed Market it Low Integration Complexity Limit required backend integrations Standard APIs (Web Service)
  30. 30. ©2016 Aspect Software, Inc. All rights reserved Pilot Assessment Worksheet 42 Guiding principles AspectExperience FrameworkAlignment Journeyimpact/need identified Lowintegration Complexity Predictability Highvisibility highWOWfactor CustomerMission/Value Alignment DevelopmentEffort Value inbound reservations SMS Low $$$ inbound reservations FB Messenger Low $$$ Outbound upsell SMS opt in for promotions Med $$ Outbound upsell FB Messenger promotions Med $$ inbound “confirmation" SMS Low $ inbound “confirmation" FB Messenger Low $ inbound "concierge" SMS High $$ inbound "concierge" FB Messenger High $$ SAMPLE
  31. 31. ©2016 Aspect Software, Inc. All rights reserved THANK YOU m.me/tpgoebel
  32. 32. Industry Examples: Meet Edward
  33. 33. ©2016 Aspect Software, Inc. All rights reserved 45
  34. 34. ©2016 Aspect Software, Inc. All rights reserved Meet Edward, ‘s SMS Virtual Host WHAT? Adapt to our guests’ ever-evolving needs and deliver a new level of service excellence WHY? Respond to new guest behavior, stay relevant, stay competitive through service quality, reduce cost through automation HOW? Welcome guest with a text, respond to questions instantaneously via AI, involve staff where needed, offer option to receive call to bridge self- and live service Welcome to the Radisson Blu Edwardian Grafton. My name is Edward and I’m your virtual host. If I may be of assistance, please text me. Examples: apps.edwardian.com/ e/003ed.html
  35. 35. ©2016 Aspect Software, Inc. All rights reserved 47 Help page
  36. 36. ©2016 Aspect Software, Inc. All rights reserved Edward Combines… 48 ▸ The business value of a blend of personal touch and automation ▸ The response times and accessibility of self-service ▸ The proven methodologies of Interactive Voice Response ▸ The consumer appeal of texting/messaging as a communication channel ▸ The ubiquity of SMS across the world ▸ The benefits of Natural Language Understanding for free-form dialog ▸ The value of CRM to show the guest we know them ▸ The human touch through live service integration where needed
  37. 37. ©2016 Aspect Software, Inc. All rights reserved Edward – An Overview Customer Question General Question Extract Intent & Content “Call me”Complaint Answer Front or Back Office Follow-Up Acknowledge Humor/ Other Front Office Follow-Up Account- Specific Q Respond KudosNeed 2025 2 122
  38. 38. ©2016 Aspect Software, Inc. All rights reserved Aspect Technology Used 50 Aspect® CXP™ • For dialog management and backend integration Aspect ® NLU™ • For natural language understanding and extracting intent and sentiment Aspect ® Proactive Engagement Suite™ (PES) • To schedule and pace initial welcome message Prophecy CCXML/VXML • To connect staff member and guest to a conference call
  39. 39. ©2016 Aspect Software, Inc. All rights reserved Lexical Ambiguity I’d like a paper I’d like some paper
  40. 40. ©2016 Aspect Software, Inc. All rights reserved subway metro underground tube métro subterraneo isffordd ‫جانبية‬ ‫طرق‬ 地鐵 지하철 30755 32476 IS A Straßenbahn IS A
  41. 41. ©2016 Aspect Software, Inc. All rights reserved Challenging Dialogs… 53 How do I open the fridge door in my room I am sorry to hear that your door is not cooperative; a member of staff will be with you shortly to rectify the issue. I wanted a cold drink but can't open fridge door but I'll leave it until the morning thanks Apologies about the door. Housekeeping will be with you shortly to assist. No thanks I don't wish to disturb my wife who is asleep at 3:40am!!!
  42. 42. ©2016 Aspect Software, Inc. All rights reserved Some experiments to look beyond texting… 54
  43. 43. Other Industry Examples
  44. 44. ©2016 Aspect Software, Inc. All rights reserved Mortgages 56 Are you buying or re-financing? buyingLoan Prequalification Yes or No: Are you a veteran, or currently on active duty? No How much do you make in a month – before taxes? Loans
  45. 45. ©2016 Aspect Software, Inc. All rights reserved Collections 57 What’s my account balance Account Balance Bill Pay Your balance is $89.30 and is due on 6/13/16. Would you like to pay now with card on file? Yes, pay full You have paid $89.30. Your new balance is $0. Thanks and have a great day ABC Bank
  46. 46. ©2016 Aspect Software, Inc. All rights reserved 5858 Public Transportation Service Status Status Info
  47. 47. ©2016 Aspect Software, Inc. All rights reserved Retail – Self-Service 59 Where is my order? Which phone number was used when you placed the order? 321-201-3789 Your order WRX13187005 was shipped on 05/20/16 Order Status
  48. 48. ©2016 Aspect Software, Inc. All rights reserved Retail – Self-Service (ctd.) 60 Payment status Balance on order WRX13187005: $221.50. Next payment will be charged on 05/13/16 for $50. Payments will reoccur every 30 days until the balance is paid in full Payment Status
  49. 49. ©2016 Aspect Software, Inc. All rights reserved Retail – Self-Service (ctd.) 61 What is an aerocart? The Aerocart is an 8-in-1 all- purpose mover and lifter. The Aerocart uniquely combines the capabilities of a wheel- barrow, hand truck dolly, extended dolly, bag holder, cylinder holder, rock lifter & mover, flower pot carrier and trailer mover all in one. More at aspct.co/j19k7Y FAQ

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