Fernandes Lambert's presentation during Datacomm Fintech solution day 2019

1. Datacomm Event OCT 29, 2019
How to : Increase Fintech Contact Center Productivity
fernandes@egeroo.ai

2. Enterprise Chat Platform
Egeroo aims to help businesses to deliver excellent customer experience and easy day-to-day operation
in handling modern days digital customer interaction
Artificial Intelligence
We achieve this by delivering combination of : (1) Mobile first front-end for chat, (2) Chat Platform , and (3)
Breakthrough A.I engine to support businesses achieve their goals in business interaction
Experienced Teams
Our team has total sum of more than 50 man years experiences in Contact center and Digital Financial
Service that requires high SLA systems
ABOUT EGEROO

3. ECOSYSTEM PARTNERSHIP
Egeroo is among 2000 worldwide
inception programme of NVIDIA
of 2018
Nvidia has been a pioneer to focus
on development of startup
companies that developing AI based
solutions for humanity advancement.
This inception program selects some
potential startup to be brought on
worldwide AI community and
business ecosystem.
Egeroo is AWS Technology
Partner in Indonesia. We develop
in AWS as our platform to serve
worldwide cloud market. We
deploy our Robot Process
Outsourcing (RPO) model utilizing
AWS flexibility, robustness and
security for our customers.
Amazon Web Service
Technology Partner
WhatsApp Business Official API
Reseller
WhatsApp, as the largest user based
instant messaging plays very
important role in our ecosystem. To
complete our solution, we also
provide our customers with
Whatsapp for Business Solution to
enable them open new channel of
Digital Interaction.
WhatsApp

4. CUSTOMER ENGAGEMENT

5. CONTACT CENTER FOR CUSTOMER
1 on 1 service
Personalized & convenience service for customers,
but too expensive for business.
POJK: 77 /POJK.07/2016 - chapter 6 article 26 : Fintechs are required to provide Customer Service System.

6. FINTECH CUSTOMER
Most are Digital savvy, millenial customers, who is very demanding with digital service
Source: PwC Indonesia, Indonesia’s Fintech Lending, June 2019
BORROWER
LENDER

7. possible
interaction point
TYPICAL
FINTECH MODEL
Source: PwC Indonesia, Indonesia’s Fintech Lending, June 2019

8. COMMON PROBLEMS

9. 1. LONG QUEUING LINE
• The more customer acquired, the more agent required
• esp. during Big Festival, Many unhandled call spikes, sometimes agent might be fatigue/ absent
• Always on customer requires always on services (24x7 hrs)
expected
cost
actual cost
revenue
Please wait, you are in queue line.. number 26

10. 2. ASYNCHRONOUS CHAT
• Customer ask questions, but stopped in the middle of chat.
• Agent has to close conversation to serve other customer.
• Blast messages like Promo/ Info/ Notification, sometimes need interaction
Rosy, I’d like to know more about your
Income Protection product.
My pleasure Sir, Our product AB, is a long-term
insurance policy designed to help you if you
can’t work because you’re ill or injured.
Would you be interested if I help you to
calculate the insurance premium?
12.34pm
12.35pm
Hello, Sir.. Are you still there?
12.38pm

11. 3. LIMITED CAPABILITY CHAT SYSTEM
• Typical free/ unlicensed chat system can’t support multiple agents, multiple channels, & organization structure.
• Can’t connect to Main System to get data for customers.
• Usually only support 1 channel, like only for for Web, for Messaging App must use another system.

12. 4. AGENT TRAINING & RETAIN IS EXPENSIVE
• Contact Center Agent churn is high (for lower position: up to 25%, source: Dailypay, 2019)
• Training is Expensive and Time consuming: typical 6-10 weeks (source: Loma, 2016)
• Knowledge is attached to Agent, agent resign - knowledge gone
• Repetitive work, no career development, excessive pressure

13. SOLUTION: INTELLIGENT ASSISTANT

14. EMPOWER YOUR AGENT: SCOPE, PRODUCTIVITY & EFFICIENCY
Personalized Automated Service
Personalized & convenience, yet easy to use for customer:
AI understand customer’s natural language.
We create RooC to improve live agent experience, NOT replacing with standalone chatbot.

15. 1. SESSION-LESS EXPERIENCE
Enhance from the old 1 on 1 session human model. Communicate with your customer in their convenience.
service
Live Agent
Customer
1 on 1 session increasing customer
= increase of agent
Parallel Service:
Increased
productivity
RooC will handle every
communication without
having to end the session.
Result: Improved SLA, no
queuing time for customer.

16. Agent
monitoring
Machine
Learning
Engine
Composer,
Outbound
Knowledge
Tree
ConfigurationSimulatorChat HistoryReporting
C
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2. ALL MESSAGING CHANNELS IN 1 SCREEN
3rd party system
Agents
Customer
Supervisor
API
API
etc.
Easily connect to multiple system through Application Programming Interface (API)

17. 3. EASY OPERATION - ASSIST & TRAINING
RooC’s unique operation method gives protection to user experience & provide very easy training model.
Live agent works
RooC robot learns
1 RooC robot works
Live agent verifies
Semi automatic mode
2 RooC robot works
independently
Automatic mode
3
Learning phase

18. BETTER EXPERIENCE
Knowledge Improvement Still simple for operation team. Let machine learning does
the job.
Growing knowledge means growing complexity.
Robot learn full natural expression (sentence) from user.
No guess based on keyword.
Keyword based, user have to learn robot’s way of
communication
Communication Style
User Experience ”Smart Chatting” experience, supported by live
assistance.
Often misundersood request. No live assistance.
Method of training
Training process very fast & simple, train from live
environment, just by Customer Service agent.
Training is complex & slow, Trainer better have A.I
expertise to do the normalization.
Most chatbot in the marketIntelligent Assistant
RooC brings you better experience for both user sides.

19. HOW LONG DOES IT TAKE TO IMPLEMENT?

20. DEPLOY IN DAYS, GET SMARTER IN WEEKS
FAQs will help faster start, On Job Training can give significant result in weeks.

21. WHY INTELLIGENT ASSISTANT?
Understand human natural language (complex intent)
Fast & very easy robot training
On Job Training
Understand Mixed Bahasa, English, Local dialect/ slang
User
Experience
Training

22. THANK YOU
contact@egeroo.ai
2019 Confidential document, property of Egeroo, do not duplicate or distribute without written permission from Egeroo