AtlasRTX at AESP – Creating Customer Engagement with A.I. and Chatbots (It's Easier than You Think)

CREATING CUSTOMER ENGAGEMENT
WITH A.I. AND CHATBOTS
(IT’S EASIER THAN YOU THINK)
Laura L. Smous
VP Product Marketing, AtlasRTX
May 4, 2017

§ What chatbots and A.I. really are (and aren’t)
§ What you need to know to adapt
§ How they help create customer engagement
§ Why utilities should consider incorporating them
§ Easy ways to get started today
WHAT WE’LL COVER
laura@atlasrtx.com | www.atlasrtx.com | @AtlasRTX

WHAT CHATBOTS AND A.I.
REALLY ARE (AND AREN’T)

THE WORLD HAS CHANGED
IT’S NO LONGER ABOUT APPS AND WEBSITES
Source: Oratio

PEOPLE HATE CONTEXT SWITCHING
WHAT WE USED TO DO IN ALL THESE PLACES, WE NOW DO IN ONE
HALF OF ALL U.S. SMARTPHONE USERS DOWNLOAD ZERO APPS PER MONTH
Source: Comscore
Source: Oratio

WE EXPECT ALL EXPERIENCES TO BE PERSONALIZED
EVERYTHING (OR THE I.O.T.) JUST KNOWS WHAT WE WANT
Source: Oratio

§ They’re magic
§ They eliminate the need for humans
§ They’re one size fits all
§ They’re impersonal
§ They’ll be important…in the future
MYTHS ABOUT A.I. & CHATBOTS

§ They do what you teach them to do
§ They shift human interaction to high value tasks
§ They work best with process and CX design
§ They make personalized CX scalable
§ The future is now
REALITIES ABOUT A.I. & CHATBOTS

“Intelligent chatbots rely on deeper and
more robust AI and are integrated with
essential enterprise systems that hold
customer data. They not only parse big
data for key pieces of information, but they
can even learn from it. They are powerful
enough to conduct transactions and resolve
customers’ issues as well as humans can.”
– What Enterprise Brands Need To Know About AI And Chatbots, B2C

WHAT YOU NEED TO
KNOW TO ADAPT

THE AGE OF CONVERSATIONAL COMMERCE
CHATBOTS AND A.I. ARE HERE TO STAY
48%
1/3
WOULD TAKE RECOMMENDATIONS
FROM A CHATBOT
WOULD MAKE PURCHASES FROM A
CHATBOT (67% FOR MILLENNIALS!)
59% AMERICANS WHO HAVE OR WOULD
COMMUNICATE WITH A CHATBOT

TODAY’S BUYERS ARE DIFFERENT
NOT TECHNOLOGY SAVVY—TECHNOLOGY DEPENDENT
$100B BUYING POWER OF U.S. MILLENIALS
80M+ MILLENNIALS IN THE U.S. ALONE
$1.4T SPENDING POWER BY 2020

§ E-commerce
§ Banking
§ Education
§ Assistants (think Siri)
§ News
§ Travel
§ Sales/Retail
INDUSTRIES EMBRACE CONVERSATIONAL A.I.
IT’S BRINGING THEM CLOSER TO TODAY’S CUSTOMERS
§ Leisure
§ Dating
§ Construction
§ Food
§ Game Industry
§ Healthcare

HOW A.I. & CHATBOTS CREATE
CUSTOMER ENGAGEMENT

GREAT CUSTOMER EXPERIENCES DRIVE REVENUE
IT’S NOT JUST A WARM FUZZY

CREATING PERSONALIZED
EXPERIENCES, AT SCALE, WITH REAL
PEOPLE IS REALLY HARD (AND $$$).
Plus, we’re bad at knowing what and how people want to buy.

5
SECONDS
Text messages have a 98% open rate, while email
has only a 20% open rate. (Mobile Marketing Watch)
Average Time in which Texts are Read
(Frost and Sullivan)
90
SECONDS
Compared to 90 minutes for email response times
(CTIA). Text messaging has a 45% response rate,
while email only has a 6% response rate. (Velocify).
Average Text Response Time
SMS TEXT &
MESSAGING WORK

SINGLE CHANNEL
SYNCHRONOUS
TARGETED, APPS
INTERRUPTIVE, 1:N
REACTIVE, HUMAN
OMNI-CHANNEL
ASYNCHRONOUS
DEVICE AGNOSTIC, APP-LESS
PERSONALIZED, RELEVANT
A.I. CHATBOT DRIVEN
NO CHANNEL
FLUID
ALWAYS IN CONTEXT
ANTICIPATORY
PROACTIVE, PREDICTIVE
REAL-TIME EXPERIENCES (RTX)
THE FUTURE OF CUSTOMER ENGAGEMENT

WHY UTILITIES SHOULD
INCORPORATE A.I. & CHATBOTS

SERVING A CHANGING CUSTOMER & LANDSCAPE
CHALLENGES OUTSIDE OF YOUR CONTROL IMPACT CX
§ Aging infrastructure and weather disruption
§ More demanding consumers
§ Shift towards distributed distribution
§ Popularity of “behind the meter” (BTM)
§ Increasing number of innovative competitors
§ Demand for individualized customer services

“No industry is as glacial as the utility
industry in adopting innovative
technology. Despite its reluctance, the
industry inevitably adopts the
technology it resists. Especially if
consumers can be served and
shareholder value can be created.”
– Tech Trends That Will Impact The Utility Sector in 2016, Huffington Post

A.I. & CHATBOTS CREATE DIFFERENTIATING CX
UNDERSTAND AND DELIVER THE EXPERIENCES CUSTOMERS WANT
Large customers, like cities à Energy solutions that
help meet or exceed sustainability goals
Residential customers à Tools to manage, control,
and choose their energy use, work with interactive
technologies, such as Nest

EASY WAYS TO GET
STARTED TODAY

1. Start small – Solve one problem (well) at a time
2. Map the Customer Journey – Cherry pick known low-risk
problems and processes to try first
3. Replace repetitive/low value interactions – Lead qualification,
FAQs, routing
4. Look at first-line customer support – When are your customers
waiting on you? Why?
5. Find revenue opportunities – Renewal, expansion
6. Try it for gathering candid feedback
7. Champion successes internally to increase adoption
8. Don’t pretend to BE human, just act human-like and on-brand
9. Find a partner – It’s not just about having tech
9 THOUGHTS & IDEAS TO TRY

CASE STUDY: A NEW HOME BUYER JOURNEY
CONVERSATIONS THAT CREATE COMMERCE
4,000+
UP TO 80%
RESPONSE RATE
UP TO 75%
INCREASE IN LEAD CAPTURE
50%
REDUCTION IN CONTACT-TO-CONTRACT
10%
INCREASE IN NUMBER OF HOMES SOLD
Yet, only 15% of
agents do it —and
millennials will be 33%
of buyers in 2017.
50%
Home Buyers who Prefer
Text to Phone Calls
ENGAGEMENTS

CASE STUDY: ENGAGING BILINGUAL CONSUMERS
CONVERSATIONS THAT CREATE COMMUNITY
• Engage and communicate with all parents and families in a multilingual community
• Better serve the needs of diverse communities, without additional resources
• Create conversations, as opposed to one way communication blasts
PUBLIC SECTOR
LEAD GENERATION AND QUALIFICATION
• Radically increase read and response rates
• Drastically reduce prospects going dark
• Uncover hidden pain points or barriers people would not share in person
• Motivate marketing and sales teams, and give them additional tools for engagement
• Reduce or replace repetitive, time consuming manual qualification processes

THANK YOU
WWW.ATLASRTX.COM
@ATLASRTX
Text 929-29-28527 (ATLAS) to see AtlasRTX in action

Save The Dates
For more information - www.aesp.org

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