Genie Service Provides AR Customer Support
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Genie Service Provides AR Customer Support
- 1. Genie Service #Vodathon - October 2016
- 2. The Issue Technical problems are hard to explain via chat or call
- 4. Genie Service – Our over-the-shoulder Customer Care Agent Customer View Agent View
- 5. Business potential Target Groups Benefits Delivering CARE NPS Customer support cost Upsell via extra services Connectivity Always in control Reward Loyalty Easy Access Consumer SOHO / SME Corporate
- 6. Choose 1 market Send 100 AR glasses to real customers Equip and train 10 Customer Care agents Pilot for 3 months After success, expand over Vodafone footprint
- 7. The future is now!
- 8. Appendix
- 10. Our magic Solution – Proposition Example Launching two types 1) Free version Vodafone Services only 2) Premium version All connected products *free for VIP / Quad play customers **7,50 per month / free lease AR glasses
- 11. Free version For Vodafone use cases only Take a picture of your problem Use the AR chatbot to recognise the problem and offer first level help If the problem is more complex & the chatbot cannot help you, it will offer you the option to call an agent A CC agent helps you solve your problem by looking through your glasses at what you are looking and they can also interact with the screen and show you what to do, with each part of the device Charged/ Extended version (Same as free version plus) For any of your connected devices If solution is not possible, the CC agent will be able to connect you to a craftsman to arrange an appointment and fix it onsite Our magic Solution – The DetailsIntroduceanAugmentedRealityoption intheMyVodafoneapp
- 12. Our magic Solution – What if the user has no AR glasses
- 13. • How will customers get the glasses? – We expect AR glasses are widespread in the future and will be part of Vodafone Accessories. They can be separately purchased. • What if users don’t have glasses? – Our service has an MVP which can be enabled via mobile app only, just using your phone’s camera • How much does it cost? – Premium service included in high-end RED tariffs or part of device/ IoT service for selected categories (Network, Modem setup) • Is it difficult to setup? – No, the new Service is part of the My Vodafone App and can be used via any Android or iOS phone. Your AR glasses can easily be paired via Bluetooth or QR. • How are the glasses connected? (WiFi/ 3G) – The glasses connect free-of-charge via mobile or your home network. FAQs (1)
- 14. • What use cases do you try to solve? – Use cases that require diagnostic from • What are your target customers? – Consumers with no time to wait for on-site support/ no time to understand manuals • Is there a similar service in the market? – This would be a Vodafone #First as we go beyond standard video chat support • What is CARE about it? – We empower the user to be always in control with our option to self-service at home. • What platforms are supported? – Android and iOS with WEB platform for call center agents • Is there any risk for agents to enable the glasses remotely? – No, every live-feed chat has to be accepted by the user. FAQs (2)