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The Hive Think Tank: The Future Of Customer Support - AI Driven Automation

The Hive Think Tank Panel Discussion moderated by Kate Leggett (Forrester) with panelists: Allan Leinwand (ServiceNow), Nitin Narkhede (Wipro), Jason Smale (Zendesk), Dan Turchin (Neva). The future of customer support is AI-driven virtual agents. Soon, we’ll interact conversationally with bots that know who we are, how we’re impacted, and what we need. Soon, the capabilities of virtual agents will far exceed those of today’s best human agents. We’ll receive support that is more reliable than friends, more accurate than social media, and less frustrating than waiting on hold.

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The Hive Think Tank: The Future Of Customer Support - AI Driven Automation

  1. 1. The Future Of Customer Support – AI Driven Automation November 30, 2016
  2. 2. © 2016 Forrester Research, Inc. Reproduction Prohibited 2 Source: September 12, 2014 “The CIO’s Blueprint For Strategy In The Age Of The Customer” Forrester report Customers Control the Conversation That They Have with Businesses
  3. 3. 3© 2016 Forrester Research, Inc. Reproduction Prohibited What Are Your Customer Expectations?
  4. 4. © 2016 Forrester Research, Inc. Reproduction Prohibited 4 Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report Good Customer Experiences Impact Top Line Revenue Retention loyalty Enrichment loyalty Advocacy loyalty The likelihood that a customer will keep existing business with the company The likelihood that a customer will buy additional products and services from the company The likelihood that a customer will recommend the company to others
  5. 5. © 2015 Forrester Research, Inc. Reproduction Prohibited 5 Employees Who Are Satisfied With Their Technologies At Work Have Higher Retention Base: Global information workers who work in customer service and support Source: Forrester’s BT Telecommunications and Mobility Workforce, 2016 Final 46% 57% 26% 30% 0% 10% 20% 30% 40% 50% 60% Employees are happy to work at my company I often recommend my company as a good employer Satisfied Not Satisfied
  6. 6. © 2016 Forrester Research, Inc. Reproduction Prohibited 6 Customer Service Intelligence - robots, automation, robotic process automation (RPA), cognitive technologies, and machine learning can be used to provide better customer service experiences Believe cognitive computing will tip in the next 5 years 83% Source: June 22, 2016: The Future Of White Collar Work: Sharing Your Cubicle With Robots
  7. 7. © 2016 Forrester Research, Inc. Reproduction Prohibited 7 Effectiveness Emotion Ease
  8. 8. © 2016 Forrester Research, Inc. Reproduction Prohibited 8 Source: January 5, 2016 “The Future Of Customer Service” It’s About Valuing Your Customer’s Time 53% will abandon online purchases if they can’t find a quick answer For 73%, valuing their time is the most important way to provide good service
  9. 9. © 2016 Forrester Research, Inc. Reproduction Prohibited 9 Customers Self-Serve As A First Point Of Contact Phone Base: 4473 US adults (18+) Forrester Technographics, Customer Lifecycle Survey 2, 2015 Help or FAQs on a company website or mobile website Voice self- service Virtual agents Communities
  10. 10. © 2016 Forrester Research, Inc. Reproduction Prohibited 10 Email Structured knowledge management can only go so far
  11. 11. © 2016 Forrester Research, Inc. Reproduction Prohibited 11 Knowledge Must Evolve From Dialogue To Cognitive Engagement
  12. 12. 12© 2015 Forrester Research, Inc. Reproduction Prohibited Courtesy: Nuance Use Cognitive Computing To Make Self Service, Agents And Employees- Smarter
  13. 13. © 2016 Forrester Research, Inc. Reproduction Prohibited 13 Effectiveness Emotion Ease
  14. 14. © 2016 Forrester Research, Inc. Reproduction Prohibited 14 Service Intelligence Reads and Categorizes Email Inquiries, And Recommends Answers
  15. 15. RPA Standardizes Service Delivery
  16. 16. Recommend the right knowledge Pinpoint the right offer Recommend the right next step Streamline the service process Connect customers to the right agent Route work to back office Understand the customer Optimize service tech routes Identify the right hire Identify the right training Categorize service tickets Analytics Fuel Prescriptive Advice
  17. 17. © 2016 Forrester Research, Inc. Reproduction Prohibited 17 Effectiveness Emotion Ease
  18. 18. © 2016 Forrester Research, Inc. Reproduction Prohibited 18 Speech (And Text) Analytics Help With Issue Categorization And Analysis
  19. 19. © 2016 Forrester Research, Inc. Reproduction Prohibited 19 Emotional Analysis Help Optimize Service Interactions
  20. 20. © 2016 Forrester Research, Inc. Reproduction Prohibited 20 Facial Analysis Helps Surface A Customer’s Frustration
  21. 21. © 2016 Forrester Research, Inc. Reproduction Prohibited 21 But, Intelligence Will Change The Face Of Human Jobs
  22. 22. Thank you forrester.com Kate Leggett Vice President, Principal Analyst kleggett@forrester.com Twitter: @kateleggett

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