To say that there has been a lot of hype around AI is an understatement. If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Barriers to adoption include identifying use-cases, getting and sustaining funding, formulating a strategy, and lack of staff skills. Want to know how to overcome these impediments, and succeed with AI in 2019? Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”. You will learn top trends, proven use-cases, best practices, and real-world at-scale success stories for contact center AI.
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Beyond The Hype: Contact Center AI That Works
1. Beyond the Hype: Contact Center AI That Works
Sam Hahn Nicolas Rodriguez
With: Moderated by:
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2. eGain customer engagement solutions power digital transformation for
leading brands. Our top-rated cloud applications for social, mobile, web, and
contact centers help clients deliver connected customer journeys in an
omnichannel world. To learn more about eGain, visit www.egain.com.
3. Click on the Questions panel to
interact with the presenters
https://www.customercontactcentral.com/frs/9668044/beyond-the-hype--contact-center-ai-that-works/email
4. About Sam Hahn
Sam Hahn is Technology Evangelist for eGain Corporation. He helps clients leverage digital engagement,
knowledge management, and applied AI to deliver easy experiences to their customers and contact center agents.
Before joining eGain, he served as Vice President of Engineering of Purisma Inc., and was a Co-Founder of
DocuMagix, Inc., a personal document management software company and served as its Chief Technology Officer.
With more than 25 years of industry experience in product development and engineering management, Sam has
held various technology executive positions in the CRM and software application industries.
About Nicolas Rodriguez
Nicolas Rodriguez is the Editor for several websites in the Aggregage network. After graduating from CSU: Long
Beach with a BA in Political Science, he worked in conference production for the biotechnology and pharmaceutical
industries before joining the team at Aggregage. His background includes event production, political op-eds &
reporting, stand-up comedy, and podcasts.
5. Beyond the Hype:
Contact Center AI
That Works!
February 2019Sam Hahn| Technology Evangelist, eGain Corporation
6. About eGain
Founded 1997
Headquarters Sunnyvale, CA, USA
Offices in EMEA and APAC
What we do Omnichannel engagement cloud solution
• Artificial Intelligence
• Knowledge management
• Digital engagement
• Analytics
6
7. Trusted by leaders
Retail and
Manufacturing
Telecom and
Media
UtilitiesFederal and State
Government
Banking, FS and
Insurance
8. 8
eGain Solve™ Customer Engagement Suite
Digital + Omnichannel AI + Knowledge Analytics + ML
eGain SuperChat
Chat | Messaging | ClickToCall
eGain Offers
eGain Cobrowse
eGain CallTrack
eGain Mail+Social
eGain Secure Messaging
eGain Notify
SMS | Email | Voice | Web
eGain Virtual Assistant
eGain AI+SelfService
Virtual Assistants
Widgets
Content Offers
Customer Portals
Guided Help
eGain AI+Knowledge
Agent Portals
Guided Process
eGain Analytics
Journey
Digital
Knowledge
Operational
eGain ML Service
9. 9
Customers still need help,
as always
Informational
Transactional Situational
Change
something
Solve
something
Tell me
something
Tell me something
Do something Fix something
Guidance
Compliance
10. Navigation
Resolution
Wrap up
10
Customer Engagement Process
Challenges: Perception, emotion,
language
What the customer thinks
What the actual issue is
What needs doing
Done and documented
Challenges: Experience,
process, best practice
Challenges: Agent perception,
consistency
11. Analytics Human Input
Source: Gartner
Analytics Human Input
Operational
Analytics
Journey
Analytics
ML Service
AI Process
Guidance
Autonomous
Orchestration
The Automation Framework
11
12. No one AI tech hammer works well for all
business need nails
Cannot capture and
maintain knowhow
Can capture and
maintain knowhow
Low business risk
Machine learning drives
autonomic execution
Expert-sourced reasoning
with automated learning
High business risk
Machine learning fed through
expert curation
Expert-sourced reasoning
with supervised learning
Proactive promotion and
assistance offers on website
Financial planning advice by a
bank agent to a customer
Outbound guided sales of
bundled telecom services
Predictive maintenance schedule
of high-value assets
12
18. Four Knowledge Tools
Top Tools
Content Topic
T-Mobile
Orange
Orange
EE Phase 1
The
Challenge
What We
Did
Results
Learnings
The
Future
19. • 10% consistent usage of knowledge.
• Inconsistent information – hard for an advisor
to find what they needed when they had a
customer on the line.
• Tick sheets for contact reasons
• Over 20,000 articles to support all of our
operational areas.
The
Challenge
What We Did
Results
Learnings
The
Future
Four Knowledge Tools
20. • Product capabilities.
• Knowledge management, AI, analytics,
engagement platform
• Desire to work with us to realise our ambition.
• Collaboration and flexibility to align as we grow.
• Ability to implement change quickly to allow us to
customise our solution.
Why ?The
Challenge
What We Did
Results
Learnings
The
Future
21. We start by choosing the key reasons for contact
22. Pre-Answering Questions to bootstrap
AI guidance…
Customer
Information
Hidden
Customer
Information
Hidden
• Reduces handling time.
• Drives use of the right process, with logic added to avoid
incorrect routes being taken.
• Allows us to automate processes for advisors.
• Allows us to re-use content but profile this to our brands.
The
Challenge
What We
Did
Results
Learnings
The
Future
23. What We Present to Advisors…The
Challenge
What We
Did
Results
Learnings
The
Future
24. In the Frontline…
First Contact Resolution Improved
Based on analysis by EE Quality Team:
• When Guided Help used correctly – FCR measured at 85%
• When Guided Help not used at all – FCR measured at 62%
• Up 23 percentage points (37% improvement)
Customer Satisfaction Improved
• Use of Guided Help has contributed to a 30 point increase in NPS.
• Complaints have also reduced.
Improved Speed to Competency 50% improvement
• Reduced from 6 months+ to 3 months.
FCR
+37%
NPS
+30
The
Challenge
What We
Did
Results
Learnings
The
Future
25. AI for CX: Government
370K sessions with Virtual
Assistant in two months
Seamless escalation to eGain
chat with context
77% surveyed confirmed they
would otherwise have called
25
27. 27
AI-powered service automation
Improved DIY experience – Virtual
assistant escalates seamlessly to
chat & cobrowse
Reduce incoming phone volume
Available on web, mobile, iOS and
Android apps
Customer went live with the service
in three months
28.
29.
30.
31. CLIENT SUCCESS
SOLUTION
AI for AX: Healthcare
CHALLENGE
Compassionate, consistent, and compliant service across contact
center, web, and clinics
Topics include claims, benefits, and crisis line
Distributed contact centers across North America
25M
Members served
60,000
Agents and Hospital Staff
24M
Digital self-service
sessions/year
eGain AI + Knowledge
eGain Chat
